Steven White
Lincare
Moore,OK
9
years of professional experience
Experienced customer service professional skilled in active listening and critical thinking. Expertise in training and mentoring team members, contributing to improved service efficiency and customer retention.
Work History
8 Years 5 Months
02.2018 - Current
8 Years 5 Months
Customer Service Representative
Lincare | Oklahoma City, OK
02.2018 - Current
- Resolved customer inquiries and complaints via phone and email, ensuring prompt and effective solutions.
- Provided product information and support to enhance customer understanding of services offered.
- Collaborated with team members to streamline processes, improving overall service efficiency.
- Trained new staff on customer service protocols and system navigation, fostering a knowledgeable team environment.
- Monitored and maintained accurate records of customer interactions, ensuring data integrity for future reference.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed training materials for ongoing staff development, ensuring alignment with company standards and best practices.
- 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.
- Responded to customer requests for products, services, and company information.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions, contributing to a a comprehensive database for future reference.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Coordinated with the logistics department to expedite shipping for urgent customer orders.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across the company.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster a positive service experience.
- Conducted training sessions for new hires, ensuring a consistent level of service across team.
- Resolved escalated customer issues, restoring confidence in the company's commitment to service excellence.
- Identified and resolved discrepancies and errors in customer accounts.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
3 Months
11.2017 - 02.2018
3 Months
Toll Operator
ABM | Oklahoma City, OK
11.2017 - 02.2018
- Operated electronic toll collection systems efficiently to expedite traffic flow.
- Monitored toll collection processes to ensure compliance with operational standards.
- Responded promptly to customer inquiries, enhancing service quality and satisfaction.
- Assisted in training new staff on toll operation procedures and safety protocols.
Education
High School Diploma
Midwest City High School | Midwest City, OK
No Degree - Early Childhood Special Education
Central State University | Edmond, OK
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Call center experience
Relationship building
Timeline
Customer Service Representative
Lincare
02.2018 - CurrentRead more
Toll Operator
ABM
11.2017 - 02.2018Read more
Midwest City High School - High School Diploma,
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Central State University - No Degree, Early Childhood Special Education
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