Sonja Conner
Ashville,OH
Summary
Dynamic Customer Service Representative with a proven track record at the State of Ohio Dept of Public Safety. Expert in customer engagement and problem-solving, I enhanced client loyalty through empathetic communication and efficient resolution of escalated issues. Detail-oriented in data management, I consistently improved service delivery and team training outcomes.
Overview
10
10
years of professional experience
Work History
Customer Service Representative 2
State of Ohio Dept of Public Safety
1970 W Broad St Columbus Ohio 43223
10.2013 - 10.2023
- Resolved customer inquiries efficiently while maintaining high satisfaction levels.
- Managed case documentation and updated systems to ensure compliance with procedures.
- Trained new team members on protocols and best practices for service delivery.
- Collaborated with cross-functional teams to streamline processes and improve response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
J.D. - Business Administration
Eastern Gateway Community College
Steubenville, OHAssociate of Arts -
Columbus State Community College
Columbus, Ohio, OHSkills
- Customer engagement
- Focused listening
- Problem-solving skills
- Detail-oriented data management
- Customer relations
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Representative 2
State of Ohio Dept of Public Safety
10.2013 - 10.2023
J.D. - Business Administration
Eastern Gateway Community College
Associate of Arts -
Columbus State Community College