Renee Jones
Charlotte,NC
Summary
A dynamic Business Care Representative at Iqor, I excelled in client relationship building and leveraging Microsoft Office to enhance customer satisfaction. Known for a strong work ethic and exceptional customer service, I consistently exceeded performance targets, fostering trust and collaboration among stakeholders, and leading to increased client retention.
Overview
15
15
years of professional experience
Work History
Business Care Representative
Iqor
Charlotte, NC
12.2009 - Current
- Exceeded performance targets consistently by prioritizing workload effectively and focusing on high-impact tasks first.
- Developed strong relationships with key business partners, fostering collaboration and trust among stakeholders.
- Assisted customers in resolving potential product or service-related issues.(
- Assisted customers in resolving potential product or service-related issue
- Used client-specific tools to research inquiries, document customer interactions and issue resolutions.
- Conducted regular follow-ups with customers after issue resolution to ensure ongoing satisfaction and gather additional feedback for future improvements.
- Maintained up-to-date knowledge about industry trends and emerging technologies, enabling informed recommendations for clients'' unique needs.
- Troubleshot technical issues related to products and services.
- Delivered exceptional service to clients, leading to increased client retention and positive feedback.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Received and responded to inbound customer inquiries via phone, email and text.
- Managed a high volume of daily tasks effectively, ensuring all duties were completed accurately and on time.
- Identified root cause of inquiries by asking probing questions to determine best solution.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
Education
No Degree -
Prince George's Community College
Upper Marlboro, MD08-1976
High School Diploma -
Calvin Coolidge High School
Washington, DC06-1976
Skills
- Strong work ethic
- Client relationship building
- Cross-selling techniques
- Up-selling strategies
- Teamwork
- Customer service
- Understanding customer needs
- Customer service excellence
- Team collaboration
- Active listening
- Calm under pressure
- Money handling
- Customer relations
- Phone etiquette
- Microsoft office
- Call center experience
- Self motivation
- Customer relationship management
- Work prioritization
Timeline
Business Care Representative
Iqor
12.2009 - Current
No Degree -
Prince George's Community College
High School Diploma -
Calvin Coolidge High School