Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rosa Tipkins

Chicago,IL

Summary

Dynamic Customer Service Representative with proven expertise at CH Robinson, excelling in conflict resolution and relationship building. Enhanced customer loyalty through personalized solutions and effective problem-solving, resulting in increased retention rates. Skilled in order processing and team development, fostering a positive service culture that elevated customer satisfaction.

Overview

20
20
years of professional experience

Work History

Customer Service Representative

CH ROBINSON
10.2005 - Current
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed order processing, ensuring accurate and timely shipment of goods.
  • Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
  • Trained new team members on company protocols and customer service best practices.
  • Implemented feedback mechanisms to continuously improve service quality and efficiency.
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.

Education

GED -

Loretta Education
Chicago, IL

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Conflict resolution
  • Complaint handling
  • Complaint resolution
  • Professional telephone demeanor
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Appointment scheduling
  • Order processing
  • Team development
  • Administrative support
  • Data collection
  • Prioritization
  • Staff training
  • De-escalation techniques
  • Building rapport
  • Clerical support
  • Dispute resolution
  • Coordination
  • Assertiveness
  • Reading comprehension
  • Conflict mediation
  • Escalation management
  • Shipping and logistics
  • Training development aptitude
  • Delivery scheduling

Timeline

Customer Service Representative

CH ROBINSON
10.2005 - Current

GED -

Loretta Education

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