Sabrena Harold
Houston,TX
Summary
Dynamic Customer Service Representative with extensive experience at FedEx, excelling in problem resolution and customer satisfaction. Proven ability to enhance delivery accuracy and retention rates through effective communication and critical thinking. Skilled in data entry and complaint handling, consistently delivering tailored solutions to exceed client expectations.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
Federal Express, FedEx
09.1998 - Current
- Assisted in processing shipments and tracking packages to enhance delivery accuracy for customers.
- Identified and resolved discrepancies and errors in customer accounts.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained staff on operating procedures and company services.
- Managed timely and effective replacement of damaged or missing products.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Collaborated with team members to streamline processes, improving response times for customer requests.
Education
Associates - Interdisciplinary Studies
Library University
Houston Texas05.2016
Skills
- Call center experience
- Data entry
- Critical thinking
- Active listening
- Customer service
- Customer relations
- Problem resolution
- Complaint handling
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Documentation
- Administrative support
- Data collection
- Prioritization
- De-escalation techniques
- Building rapport
- Quality control
- Clerical support
- Live chat support
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Assertiveness
- Order fulfillment
- Account management
Timeline
Customer Service Representative
Federal Express, FedEx
09.1998 - Current
Associates - Interdisciplinary Studies
Library University