Desired Job Title
Customer Service Representative / Install ManagerCustomer Service Representative / DispatcherWork Type
Full TimeLocation Preference
On-SiteRemoteLocation: Hilliard, FL, USJacksonville, FL
Open to relocation: No
Open To Work
Susan Patterson
Hilliard,FL
Work Preference
Summary
Dynamic customer service professional with a proven track record of enhancing customer satisfaction and loyalty through effective problem-solving and collaboration. Work with high profile company's scheduling technical work to be performed at various locations. Relay jobs from company's directly to all technicians by mail or phone and coordinate until jobs are completed. Train all new hires and work with them through training process.
Overview
22
22
years of professional experience
Work History
Customer Service Representative / Install Manager
Atlantic Security
Jacksonville, FL
08.2020 - Current
- Resolved customer inquiries and complaints, enhancing overall satisfaction and loyalty.
- Collaborated with team members to streamline service processes, improving response times.
- Trained new employees on customer service protocols and software systems, fostering consistency in service delivery.
- Analyzed customer feedback to identify areas for improvement, driving changes in service strategy.
- Managed high-volume calls efficiently, maintaining clear communication and professionalism.
- Implemented process improvements that reduced average handling time while maintaining quality standards.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative / Dispatcher
TruNet Communications
Jacksonville, FL
01.2004 - 07.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Coordinated with team members to streamline order processing and improve service delivery.
- Assisted in training new staff on customer service protocols and company policies.
- Developed a comprehensive knowledge base for frequently asked questions, enhancing response efficiency.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Education
High School Diploma -
Online
Jacksonville, FLSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Microsoft Excel
- Microsoft outlook
- Scheduling
- Customer relationship management (CRM)
- Prioritization
- Call management
- Follow-up skills
Timeline
Customer Service Representative / Install Manager
Atlantic Security
08.2020 - Current
Customer Service Representative / Dispatcher
TruNet Communications
01.2004 - 07.2020
High School Diploma -
Online