Susanne Walker
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Chewy.com
02.2024 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Representative
Lowe's
06.2023 - 02.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Streamlined call center processes for improved efficiency and reduced wait times
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Collaborated with team members to develop best practices for consistent customer service delivery
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Updated account information to maintain customer records.
Customer Service Representative
Chewy.com
12.2022 - 08.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Representative
Signet Jewelers
09.2021 - 08.2024
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Streamlined call center processes for improved efficiency and reduced wait times
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Collaborated with team members to develop best practices for consistent customer service delivery
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Sales Associate
Westlake Ace Hardware
09.2016 - 09.2021
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations
- Helped customers locate products and checked store system for merchandise at other sites
Education
High School Diploma -
Thomas Schweicker Hauptschule
05.1994
Skills
- Complaint Resolution
- Building Rapport
- Active Listening
- Call Center Experience
- Salesforce
- Microsoft Outlook
- Avaya
- Computer Proficiency
Timeline
Customer Service Representative
Chewy.com
02.2024 - Current
Customer Service Representative
Lowe's
06.2023 - 02.2024
Customer Service Representative
Chewy.com
12.2022 - 08.2024
Customer Service Representative
Signet Jewelers
09.2021 - 08.2024
Sales Associate
Westlake Ace Hardware
09.2016 - 09.2021
High School Diploma -
Thomas Schweicker Hauptschule
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