Susan LaRovera
Homa Pump Technology
Waterbury,Connecticut
1
Language
26
years of professional experience
Results-driven professional with over 26 years in customer service, specializing in conflict resolution, team training, and process optimization. Committed to delivering exceptional service and fostering loyalty through active listening and empathy.
Work History
Customer Service Representative
26 Years 3 Months- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined complaint resolution processes, enhancing customer satisfaction rates.
- Trained new team members on company policies and customer service protocols.
- Managed order processing and tracking to ensure timely delivery of products.
- Coordinated cross-departmental efforts to improve overall service quality and response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma
Skills
Customer service
Order processing
Problem resolution
Conflict resolution
Sales support
Product training
Data management
Record keeping
Document processing
Calendar management
Scheduling
Administrative support
Administrative coordination
Microsoft Excel
Research
Active listening
Relationship building
Prioritization
Critical thinking
Digital communication
Record keeping
Languages
English
Full Professional
Timeline
Customer Service Representative
Homa Pump Technology
03.2000 - 06.2026Read More
Seymour High School
High School Diploma
Read More