Customer Service Representative
U-Haul International
12.2011 - 01.2024
Shannon Marsh
Customer Service Rep
Griffin,GA
Timeline
Office Assistant
J & J Roofing Co.
10.1999 - 03.2009
GED -
Towers High School
08.1986 - 03.1989
Work History
Customer Service Representative
U-Haul International
Phoenix, AZ
12.2011 - 01.2024
- Utilized office management software to record and track customer information.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Edited documents to keep company materials free of grammar errors.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Acted as a liaison between departments to facilitate the flow of information leading to improved interdepartmental collaboration.
- Coordinated alternative transportation options for customers when necessary, such as taxis or rental cars.
- Handled challenging situations with diplomacy, resolving conflicts between customers and service providers when necessary.
- Met customer call guidelines for service levels, handle time and productivity.
- Sought ways to improve processes and services provided.
- Consistently met or exceeded performance benchmarks related to call handling time and customer satisfaction scores.
- Kept detailed records of daily activities through online customer database.
- Assisted call-in customers with questions and orders.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Paid attention to detail while completing assignments.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Gained strong leadership skills by managing projects from start to finish.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Educated customers about billing, payment processing and support policies and procedures.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered prompt service to prioritize customer needs.
- Applied effective time management techniques to meet tight deadlines.
- Maintained up-to-date knowledge of product and service changes.
- Answered constant flow of customer calls with minimal wait times.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Office Assistant
J & J Roofing Co.
Commerce, GA
10.1999 - 03.2009
- Gained extensive knowledge in data entry, analysis and reporting.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Self-motivated, with a strong sense of personal responsibility.
- Provided professional services and support in a dynamic work environment.
- Excellent communication skills, both verbal and written.
- Gained strong leadership skills by managing projects from start to finish.
- Delivered services to customer locations within specific timeframes.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
Overview
24
24
Years of remote work
3
3
years of post-secondary education
10
10
Years of remote / home office work
Education
GED -
Towers High School
Decatur, GA 08.1986 - 03.1989
Skills
- Customer Relations
- Retail Sales Customer Service
- Active Listening
- Account Management
- Managing Multiple Tasks
- Multi-Line Telephone Operation
- Closing Sales
- Multi-Line Phone Talent
- Problem-Solving Ability
- Reading Comprehension
- Sales Quota Achievement
- Administrative and Office Support
- Grammar
- Documentation
- Proofreading
- Information Updates
- Roadside Assistance
- Call Control
- Customer Care
- Customer Feedback
- Client Relations Skills
- Creative Solutions
- Special Requests
- Customer Loyalty
- Hardworking and Dedicated
- Data Collection
- Time Management
- Customer Satisfaction
- Guidelines Knowledge
- Sales Support
- Telephone Etiquette
- Billing and Invoicing
- Multi-Line Telephone Systems
- Customer Inquiries
- Remote Conferencing
- Computers and Technology
- Set Appointments
- Order Placement
- Agent Support
- Customer Assistance
- Inside and Outside Sales
- Post-Sales Support
- Problem-Solving Strengths
- Technological Knowledge
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in the sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteImportant To Me
Career advancementHealthcare benefitsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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