RENIQUECA ROPER
Atlanta,USA
Summary
Highly professional, patient, and efficient Customer Service Representative dedicated to minimizing customer dissatisfaction and increasing customer loyalty. Terrific problem-solving and troubleshooting skills as a hardworking Client Support Specialist. Engaging and personable, promoting a 'client first' mentality and committed to contributing to team-based environments. Accomplished in client relationship management and sales strategy with [Number] years of expertise. Committed to identifying customer needs, recommending products and services, driving revenue, and fostering client loyalty. Accurate and clear when answering customer questions.
Overview
25
25
years of professional experience
Work History
Client Support Specialist
Enviri
03.2021 - Current
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
Customer Service Manager
PBD, Inc
03.2002 - 01.2021
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified timeframes
- Developed effective relationships with all call center departments through clear communication
- Provided cross training to staff members.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Administrative Assistant
Compaq
01.2000 - 02.2002
- Served as central point of contact for all outside vendors needing to gain access to the building
- Planned meetings and prepared conference rooms
- Maintained the front desk and reception area in a neat and organized fashion
- Maintained an up-to-date department organizational chart
- Managed the day-to-day calendar for the company's senior director.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Education
Associate of Arts - Psychology
Spelman College
Atlanta, GA05.1989
Skills
- Call center management experience
- Conflict resolution proficiency
- Proficient with Microsoft Office Suite
- High customer service standards
- Dedicated to process improvement
- Strong problem solving ability
- Troubleshooting skills
- Employee relations specialist
- Interpersonal and written communication
- Client rapport building
- Document and Records Management
- Computer Skills
- Customer Data Confidentiality
- Billing Adjustments and Refunds
Activities
- Member of Alpha Kappa Alpha Sorority, Inc. - AKA
- Member of National Association of Professional Women - NAPW
Timeline
Client Support Specialist
Enviri
03.2021 - Current
Customer Service Manager
PBD, Inc
03.2002 - 01.2021
Administrative Assistant
Compaq
01.2000 - 02.2002
Associate of Arts - Psychology
Spelman College
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