Sheena Truesdale

Independent Contractor

Arise

03.2023 - Current

Customer Service Representative and Case Manager (Escalations) for Cinch Home Warranty
Investigated and resolved customer inquiries and complaints.
Improved customer satisfaction by addressing and resolving complex and escalated issues.
Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Utilized specialized software tools when necessary to enhance productivity or meet specific client requirements.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Handled customer inquiries and suggestions courteously and professionally.
Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Participated in ongoing training and development, staying current on company policies, products, and procedures.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Placed outbound customer service or customer satisfaction calls to follow up on issues that were sent to case management/escalations.
Maintained up-to-date knowledge of product and service changes
Attended weekly meeting to continuously improve skills.
Researched and identified solutions to acquire resources and meet customer needs.