Susan Clements
Elk Grove,CA
Summary
Experienced with customer interaction, problem resolution, and relationship building. Utilizes effective communication and empathy to enhance customer experiences. Track record of adapting to changing customer needs and improving satisfaction.
Knowledgeable Customer/Sales Associates with background in customer service. Demonstrated success in addressing customer needs and resolving issues efficiently. Proven ability to foster positive relationships and improve customer satisfaction through effective communication and problem-solving skills.
Overview
39
39
years of professional experience
Work History
Customer Associate
AT&T Advertising Solutions
07.2001 - 10.2015
- Resolved customer issues efficiently, resulting in positive feedback and increased loyalty.
- Assisted with price verifications and implemented adjustments for discounts or promotions.
- Stretching beyond assigned duties when needed for smooth business operations.
- Balancing workload efficiently by prioritizing tasks based on urgency or importance.
- Recommended items to customers based on specific needs and explained features and benefits.
- Enhanced customer satisfaction by providing timely and accurate product information.
- Participating actively in team meetings sharing insights that contribute to continuous improvement efforts.
- Engaged customers on phone by greeting them, answering questions on products or services and asking questions to identify needs.
- Issued credit or full refund for customer returns and reported on product defects or damages resulting from shipping process.
- Responding empathetically to customers' concerns during difficult situations while offering appropriate solutions.
- Contributed to inventory management, ensuring optimal stock levels and minimal waste.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Manager
AT&T
04.1977 - 12.1999
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Education
High School Diploma -
Whittier High School
Whittier, CA06-1968
Skills
- Goal oriented
- Complaint handling
- Teamwork and collaboration
- Product sales
- Billing adjustments and refunds
- Understanding customer needs
Timeline
Customer Associate
AT&T Advertising Solutions
07.2001 - 10.2015
Customer Service Manager
AT&T
04.1977 - 12.1999
High School Diploma -
Whittier High School
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