Tatiana Negrón
Chicago,IL
Summary
At Opticote Inc., I excelled as a Customer Service Representative, leveraging my problem-solving abilities and customer service skills to enhance client satisfaction and loyalty. Recognized for exceeding performance metrics, I adeptly handled escalated issues, contributing to a culture of service excellence and mentoring new hires, showcasing my critical thinking and leadership capabilities.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Opticote Inc.
08.2016 - 08.2023
- 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.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- 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.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- 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.
- Maintained up-to-date knowledge of product and service changes.
- 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.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Worked with the shipping department when they needed help.
- Got welcome packages ready to ship to new customers.
- Received and made calls to customers.
- Received and sent emails to customers.
- Data Entry.
Education
Did Not Finish School -
Juan Ponce De Leon
Puerto RicoSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Complaint resolution
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Follow-up skills
- Call Management
- Product Knowledge
- Order Processing
- Data Collection
- Prioritization
- Staff Training
- De-Escalation Techniques
- Proofreading
- Product Promotion
- Shipping and Logistics
- Fast learner
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Opticote Inc.
08.2016 - 08.2023
Did Not Finish School -
Juan Ponce De Leon
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