Summary
Work History
Education
Skills
Timeline
pwb

Susie Timberlake

Jersey City,New Jersey

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Work History

Customer Service Representative

Modivcare
Edison NJ
02 2023 - 03 2026
  • handling high volume of incoming calls
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • 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.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service Representative

American Carpet South
Passaic, NJ
10 2015 - 06 2022
  • Scheduling customer for flooring installations
  • Handling high volume of incoming and outgoing calls
  • Managed high-volume customer inquiries, ensuring timely and accurate responses.
  • Resolved complex issues through effective communication and problem-solving techniques.
  • Trained new representatives on company policies, systems, and best practices for customer interactions.
  • Implemented feedback mechanisms to gather insights for continuous improvement in service delivery.
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • 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.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

Customer Service Representative

Rutherford Answering Service
Rutherford, NJ
05 2011 - 04 2015
  • Handling high volume of incoming calls from patients, Drs, Hospitals, and commercial accounts
  • Dispatching after hour emergency calls
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed escalated issues, ensuring timely resolution and customer satisfaction.
  • 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.
  • 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.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

Passaic High School
Passaic, NJ
06.1987

Skills

  • Medical terminology knowledge
  • Professional telephone demeanor
  • Detail oriented
  • Very empathetic

Timeline

Customer Service Representative

Modivcare
02 2023 - 03 2026

Customer Service Representative

American Carpet South
10 2015 - 06 2022

Customer Service Representative

Rutherford Answering Service
05 2011 - 04 2015

Passaic High School

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