- Learning new cooking techniques and expanding my culinary skills
- Exploring various forms of art, such as quilting, gardening, and reading, to nurture creativity and personal growth
Susan Brosnan
Lombard,IL
Summary
Dynamic Customer Service Representative with a proven track record at Energy Services Heating & Air Conditioning, adept at resolving customer complaints with empathy and critical thinking. Skilled in building rapport and maintaining detailed records, enhancing customer satisfaction and loyalty through effective communication and product knowledge.
Diligent Customer Service Representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Energy Services Heating & Air Conditioning
11.2019 - 01.2025
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Alan Heating Air Conditioning Inc.
03.2007 - 01.2025
Education
No Degree - General Education
Roosevelt University
Chicago, ILHigh School Diploma -
Luther High School South
Chicago, IL06-1974
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Payment processing
- Client relations
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Documentation
- Prioritization
- Building rapport
- Clerical support
- Product sales
- Account updating
- Account management
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Interests
Timeline
Customer Service Representative
Energy Services Heating & Air Conditioning
11.2019 - 01.2025
Customer Service Representative
Alan Heating Air Conditioning Inc.
03.2007 - 01.2025
No Degree - General Education
Roosevelt University
High School Diploma -
Luther High School South
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