RENEE WHITMORE
Hawthorne,CA
Summary
Proven Customer Service Specialist, adept in conflict resolution and creative problem-solving, honed skills at AT&T Wireless, managing over 100 daily calls with a high-energy attitude. Excelled in multi-task management and empathy, significantly enhancing customer satisfaction. Proficient in Microsoft Word, Excel, Outlook, PowerPoint and administrative support, ensuring quality control and team coordination. Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships. Effectively managed a high volume of inbound customer call at Launchpad Communications by scheduling appointments, re-scheduling appointments for patients as well as reaching out to patients for no-shows.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Representative
United States Postal Service, USPS
Chino, CA
01.2003 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed positive relationships with customers through friendly interactions.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Identified needs of customers promptly and efficiently.
Customer Service Representative
Launchpad Communications
Inglewood, CA
06.2014 - 11.2019
- Effectively managed a high volume of inbound customer calls.
- Managed customer calls effectively and efficiently in a complex, fast-paced call center.
- Developed strong relationships with customers by providing personalized assistance and support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Determined eligibility and processed enrollments.
- Answered general benefit and eligibility questions and concerns, as well as the intake of health information.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved customer complaints promptly and efficiently.
- Performed clerical duties for the front office, scheduled appointments, and distributed mail to appropriate departments.
Customer Service Call Center Representative
AT&T Wireless
Cerritos, CA
03.2000 - 01.2003
- I answered over 100 calls daily in the call center.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Maintained up-to-date knowledge of company products and services.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved customer complaints quickly and efficiently.
- Navigated through computer systems to review information and respond appropriately to callers.
- Participated in team meetings to discuss new initiatives or updates related to products or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained strong call control and quickly worked through scripts to address problems.
- Actively listened to each customer's inquiry in order to provide an appropriate response in a timely fashion.
- Managed the team with weekly meetings, and implemented goals to make our center number one in our district, as well as in the nation.
- Encouraged team members by effectively shortening their call times, implementing the tools needed to achieve their goals, and providing additional training if needed.
- Disciplined team members who had attendance issues, poor-quality assurance scores, and call times.
- Meet report deadlines on a weekly basis.
- Attended monthly meetings with the director.
Education
Business Administration
Westech College
04-2012
High School Diploma -
Dorey High School
06-1982
Skills
- Call center experience
- Call center operations
- Complaint resolution
- Scheduling
- Time management
- Multi-task management
- Empathy and patience
- Adaptive team player
- Customer satisfaction measurement
- Quality control
- Customer service
- Type 65-70 wpm
- Conflict resolution
- Courteous demeanor
- High-energy attitude
- Microsoft PowerPoint
- 10-key
- Verbal and written communication
- Complaint handling
- Creative problem solving
- De-escalation techniques
- Coordination
- Administrative support
Accomplishments
- Outstanding customer service representative award at AT&T Wireless
- Quality Customer Service Awards
Certification
- Certificate in Business Administration from Westech College
Timeline
Customer Service Representative
Launchpad Communications
06.2014 - 11.2019
Customer Service Representative
United States Postal Service, USPS
01.2003 - Current
Customer Service Call Center Representative
AT&T Wireless
03.2000 - 01.2003
Business Administration
Westech College
High School Diploma -
Dorey High School
Similar Profiles
Jalen HorneJalen Horne
City Mail Carrier at United States Postal Service, USPSCity Mail Carrier at United States Postal Service, USPS
Lacey ReedLacey Reed
City Mail Carrier at United States Postal Service, USPSCity Mail Carrier at United States Postal Service, USPS
Erica DarbyErica Darby
Supervisor at United States Postal Service, USPSSupervisor at United States Postal Service, USPS
John WolfordJohn Wolford
City Carrier at United States Postal Service, USPSCity Carrier at United States Postal Service, USPS
Joshua MeyerJoshua Meyer
Airline Customer Service Agent at Pacific AviationAirline Customer Service Agent at Pacific Aviation