Suzana Stoiku
54292 Verona Park ,MI
Summary
At Grant Street Cleaners, I excelled in customer service and problem-solving, managing high call volumes with professionalism. Renowned for developing empathetic client relationships and enhancing customer satisfaction, I mastered multitasking and teamwork, significantly improving service standards and operational efficiency.
Successful customer service with over 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Knowledgeable and dedicated customer service professional with extensive experience in the service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
12
12
years of professional experience
Work History
Customer Service
Grant Street Cleaners
09.2012 - Current
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Managed high call volumes while maintaining a calm demeanor and professional attitude under pressure.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Contributed to positive work environment by actively participating in team meetings and offering constructive feedback when appropriate.
- Conducted thorough research to resolve complex client issues, exceeding expectations for problem-solving capabilities.
- Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Described product and service details to customers to provide information on benefits and advantages.
- Increased customer loyalty through personalized interactions, building rapport with clients.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business.
- Proactively identified potential challenges and offered innovative solutions for addressing them before they became critical issues.
- Offered additional resources or referrals to customers as needed, demonstrating commitment to their satisfaction beyond the initial interaction.
Skills
- Complaint Handling
- Team Collaboration
- Customer Engagement
- Online chat and email
- Customer Relationship Management
- Customer Service
- Teamwork and Collaboration
- Problem-Solving
- Problem-solving skills
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
Languages
Serbian
Native or Bilingual
Macedonian
Native or Bilingual
Croatian
Native or Bilingual
Timeline
Customer Service
Grant Street Cleaners
09.2012 - Current
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