Rhonda Johnson
LAWRENCEVILLE,GA
Summary
At Lifeline Systems Company, excelled as a Customer Service Representative by leveraging problem-solving abilities and Microsoft Excel proficiency to enhance customer satisfaction. Demonstrated exceptional active listening and critical thinking, leading to a significant increase in loyalty and repeat business. Recognized for streamlining processes, contributing to team success, and consistently surpassing performance metrics.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Lifeline Systems Company
08.2008 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
Education
Accounting
05.1982
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Microsoft Excel
- Microsoft Outlook
- Product Knowledge
- Filing
Timeline
Customer Service Representative - Lifeline Systems Company
08.2008 - 05.2024
Berkmar High School - , Accounting
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