Sheral Mercer

Customer Service Representative

WNA Chattanooga

07.2004 - 10.2020

Process orders
Invoice orders
Return of Material
Order office supplies
Sample request
Answer phones
Make sure customer orders ship and deliver on time
Work with sales
Pricing issues
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered customer telephone calls promptly to avoid on-hold wait times.
Answered constant flow of customer calls with minimal wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Provided primary customer support to internal and external customers.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Cultivated customer loyalty, promoted repeat business and improved sales.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Consulted with outside parties to resolve discrepancies and create expert solutions.
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.
Responded proactively and positively to rapid change.
Exhibited high energy and professionalism when dealing with clients and staff.
Delivered prompt service to prioritize customer needs.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Maintained up-to-date knowledge of product and service changes.
Trained new personnel regarding company operations, policies and services.
Answered average of Number calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Communicated professionally with colleagues, freelancers and clients.
Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Managed timely and effective replacement of damaged or missing products.
Trained staff on operating procedures and company services.
Cross-trained and provided back up for customer service managers.
Sought ways to improve processes and services provided.
Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
Investigated and resolved accounting, service and delivery concerns.
Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
Entered orders into Type computer database system.
Recorded actions taken, issues resolved and Type information to effectively manage customer accounts.