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
Online chat
Interaction documentation
Service standard compliance
CRM
Professional telephone demeanor
Written and oral communication
Complaint resolution
Empathy
De-escalation
VoIP
Zendesk
Salesforce
Customer experience management
Fraud detection and prevention
Call center operations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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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