Tia Kumar
Burlington,Ky
Summary
Accomplished Customer Service Representative with a proven track record at Citi, adept in problem-solving and critical thinking, enhanced customer loyalty through exceptional complaint handling and active listening. Skilled in Microsoft Outlook and call center operations, consistently achieving high customer satisfaction and retention rates.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Citi
01.2019 - Current
- 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 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
Associate - Pharmacy
Gateway Community College
Edgewood, KY05.2015
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Call center experience
- Computer Proficiency
- Complaint Handling
- Payment Processing
- Professional telephone demeanor
- Microsoft Outlook
- Product Knowledge
- Documentation
- De-Escalation Techniques
- Customer Education
- Research
- Brand representation
- Medical terminology knowledge
Timeline
Customer Service Representative
Citi
01.2019 - Current
Associate - Pharmacy
Gateway Community College