Theresa Terrell
old Hickory,TN
Summary
Dynamic Customer Service Representative II with the Department of Commerce and Insurance, recognized for enhancing customer satisfaction through critical thinking and active listening. Achieved top performance metrics by streamlining processes and implementing new software tools, resulting in improved efficiency and a significant boost in customer retention rates.
Overview
5
5
years of professional experience
1
1
Over 20 years of professional experience
Work History
Customer Service Representative II
Department of Commerce and Insurance
06.2020 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined processes to enhance service efficiency and improve customer satisfaction scores.
- Developed training materials for new staff, enhancing onboarding experience and knowledge retention.
- Led initiatives to implement new software tools, increasing team productivity and accuracy in data handling.
- Collaborated across departments to resolve complex issues, ensuring cohesive service delivery and customer trust.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Improved resolution time with effective problem-solving for customer complaints.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Associate of Science - Health Information Management
Draughons College
Nashville , TN 05-2001
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Accomplishments
"Received a positive client feedback for successfully updating and developing a seamless, easier navigation online".
Timeline
Customer Service Representative II
Department of Commerce and Insurance
06.2020 - Current
Associate of Science - Health Information Management
Draughons College