Rita Griffin
Cedar Park,TX
Summary
Driven skilled remote customer service professional with over 10 years experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, payments, purchases, inquiries and complaints to develop rapid solutions.
Overview
14
14
years of professional experience
Work History
Customer Service Executive
Department Of Benefits Administration
03.2021 - Current
- Manage team of 45 customer service associates in remote call center setting and set precedent for established customer service policy.
- Communicate with customers who have escalated issues to determine beneficial resolution and ensure timely follow-up to verify that complaints have been addressed and satisfied.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Team Leader
Department Of Veterans Affairs
01.2010 - 03.2019
- Oversaw team of eight customer service associates in remote call center setting and led weekly discussions to facilitate establishment of team and individual goals.
- Enforced organizational policies for providing customer service and ensured understanding of changes or modifications in procedures.
- Used 26 different software applications to keep records of customer interactions, customer accounts, and file documents in compliance
- Reduced team turnover rate from 17% to nearly 4% from 2017 to 2020.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Handled day-to-day call center/ remote customer contact via phones, faxes, and emails.
Education
Bachelor of Science - Business Administration And Management
Texas A&M
Killeen, TX12.2024
Skills
- Managing operations
- Customer account management
- Complaint resolution
- Report preparation
- Microsoft Office and CRM
- Data entry and technical support
- Multiline phone etiquette
- Communication and teamwork
- Issue Escalation
- Online Chat and Email
- Troubleshooting
- Technical Support
Conference Attendance
- Customer Response Summit, Plano- (2022)
- CX Customer Service Summit, Virtual (2022)
- Next-Generation Customer Experience, Boston, MA - (2022)
- San Francisco Customer Service and Marketing Summit - (2021)
Profession Relevant Skills
- Accomplished communicator who understands the value of listening, thoughtful responses and objectivity.
- Confident conflict mediator with the proven ability to reach solutions that are beneficial for both customer and company.
- Enthusiastic leader with a personable and trustworthy character to motivate fellow colleagues and team members.
- Willing to learn about new products and committed to providing product information in a way that is honest, tactful and memorable.
- Strong organizational skills with the ability to multitask to ensure deadlines are met and customers are treated in line with required policies and procedures.
Languages
English
Native or Bilingual
Timeline
Customer Service Executive
Department Of Benefits Administration
03.2021 - Current
Customer Service Team Leader
Department Of Veterans Affairs
01.2010 - 03.2019
Bachelor of Science - Business Administration And Management
Texas A&M
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