Robin McMillan
Happy Camp,CA
Summary
Dynamic customer service professional with a proven track record at Klamath Live Scan and Notary, excelling in complaint resolution and relationship building. Recognized for enhancing customer satisfaction through effective problem-solving and maintaining high product knowledge, resulting in increased brand loyalty and repeat business. Strong communicator with exceptional data entry skills.
Overview
21
21
years of professional experience
Work History
Customer Service Officer
Klamath Live Scan and Notary
02.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Created and maintained detailed database to develop promotional sales.
Small Business Owner
Looney Bin
03.2016 - 02.2023
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Promoted business via social media to generate leads and maximize brand identity.
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
- Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
- Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
- Reduced overhead costs by renegotiating contracts with vendors or suppliers while maintaining product quality standards.
- Designed promotional materials to increase brand awareness in local community.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Manager
ProQual FA Services
04.2004 - 09.2017
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
Redondo Union High School
Redondo BeachNo Degree -
El Camino College
Torrance, CASkills
- Customer support
- Complaint handling
- Data entry
- Customer focus
- Call center operations
- Documentation and reporting
- Call documentation
- Relationship building
- Customer service
- Customer relations
- Complaint resolution
- Active listening
- Problem resolution
- Customer relationship management (CRM)
- Conflict resolution
- Client relations
Additional Information
I have a Notary Public Commission and I am a certified Live Scan Operator
Timeline
Customer Service Officer
Klamath Live Scan and Notary
02.2023 - Current
Small Business Owner
Looney Bin
03.2016 - 02.2023
Manager
ProQual FA Services
04.2004 - 09.2017
Redondo Union High School
No Degree -
El Camino College
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