Shameria Lathan

Customer Service Representative

Etech

12.2016 - Current

Handled customer inquiries and suggestions courteously and professionally.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered constant flow of customer calls with minimal wait times.
Answered customer telephone calls promptly to avoid on-hold wait times.
Updated account information to maintain customer records.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services, and company information.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Processed customer service orders promptly to increase customer satisfaction.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Utilized customer service software to manage interactions and track customer satisfaction.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
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.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved customer inquiries and complaints quickly.
Exhibited high energy and professionalism when dealing with clients and staff.
Met customer call guidelines for service levels, handle time and productivity.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Delivered prompt service to prioritize customer needs.
Maintained up-to-date knowledge of product and service changes.
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.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Responded proactively and positively to rapid change.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Promptly responded to inquiries and requests from prospective customers.
Trained new personnel regarding company operations, policies and services.
Promoted available products and services to customers during service, account management, and order calls.
Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Investigated and resolved accounting, service and delivery concerns.
Reached out to customers after completed sales to suggest additional service or product purchases.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.