Summary
Overview
Work History
Education
Skills
Work Availability
Quote
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SUSAN HORNE

SUSAN HORNE

Virtual Customer Service Agent
Lincolnton,NC

Summary

Top-notch Online Customer Service Representative with extensive experience providing exceptional client engagement and support through various online channels. Proven track record of success in responding to customer inquiries, resolving complaints and managing customer accounts. Collaborative and dedicated to building long-term relationships with clients.

Overview

4
4
years of professional experience
1
1
year of post-secondary education

Work History

Virtual Customer Service Representative

LiveOps, Inc
Scottsdale, AZ
02.2023 - 06.2023
  • Skilled at working independently and collaboratively in a team environment.
  • Maintain up-to-date knowledge of product, and service changes
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Documented and updated customer records in Salesforce to record interactions and facilitate follow-up.
  • Paid attention to detail while completing assignments.
  • Monitored customer feedback and performance indicators to identify areas for improvement.
  • Excellent communication skills, both verbal and written.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Organized and detail-oriented with a strong work ethic.

Virtual Customer Service Representative

Omni Interactions
Lincolnton, NC
01.2021 - 04.2021
  • Responded proactively and positively to rapid change.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Excellent communication skills, both verbal and written.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Virtual Customer Service Representative

LiveOps, Inc
Scottsdale, AZ
01.2020 - 04.2020
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes
  • Documented and detailed calls and complaints using call center's CRM database.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Virtual Customer Service Representative

LiveOps, Inc.
Lincolnton, NC
01.2019 - 04.2019
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained and managed customer files and databases.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

Secretarial Word Processing -

Salisbury Business College
03.1986 - 06.1987

Skills

Customer retention

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Work Availability

monday
tuesday
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thursday
friday
saturday
sunday
morning
afternoon
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Quote

It is never too late to be what you might have been.
George Eliot

Timeline

Virtual Customer Service Representative

LiveOps, Inc
02.2023 - 06.2023

Virtual Customer Service Representative

Omni Interactions
01.2021 - 04.2021

Virtual Customer Service Representative

LiveOps, Inc
01.2020 - 04.2020

Virtual Customer Service Representative

LiveOps, Inc.
01.2019 - 04.2019

Secretarial Word Processing -

Salisbury Business College
03.1986 - 06.1987

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SUSAN HORNEVirtual Customer Service Agent