Roberta Livingston
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Rep/ Dispatcher
Girley B Trucking
12.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
3rd Shift Production Supervisor
Y&S Candies
11.2020 - 12.2022
- Coordinated with other departments to maintain smooth and efficient product flow.
- Managed team of 20 production associates, overseeing productive production processes and meeting all deadlines.
- Evaluated team member performance regularly to identify and resolve productivity concerns.
- Resolved issues quickly to maintain productivity goals.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
Customer Service Team Leader
Y&S Candies
07.2019 - 11.2020
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Used Microsoft Software to keep records of customer interactions, customer accounts, and file documents.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Education
GED -
Harrisburg Area Community College
Harrisburg, PA06.1996
Skills
- Technical Support
- Grammar
- Coordination
- Typing Proficiency
- Computer Proficiency
- Managing Multiple Tasks
- Call Center Operations
- Microsoft Word
- Data Processing
- Delivery Support
- Routing Orders
- Handle Communications
- Trucking Dispatching
Certification
- CPCT/A - Patient Care Technician/Assistant
- PT - Phlebotomy Technician
- Licensed Medical Billing and Coding
Timeline
Customer Service Rep/ Dispatcher
Girley B Trucking
12.2022 - Current
3rd Shift Production Supervisor
Y&S Candies
11.2020 - 12.2022
Customer Service Team Leader
Y&S Candies
07.2019 - 11.2020
GED -
Harrisburg Area Community College