Tina Masser
Valley View,Pennsylvania
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Rite-Aid Pharmacy
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
Customer Care Representative
MI Windows And Doors
- Navigated multiple computer systems and applications to find information.
- Provided constructive feedback on company products based on recurring client concerns, resulting in improvements that increased overall satisfaction rates.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Sr International Customer Service Representive
MSC Industrial Supply
09.2006 - 02.2024
- Enhanced customer satisfaction by streamlining communication processes and implementing effective customer service strategies.
- Reduced response times for international client inquiries, providing timely resolutions to issues and concerns.
- Built strong relationships with key stakeholders, leading to increased trust and collaboration among international partners.
- Managed a diverse team of customer service representatives, ensuring high-quality support for customers across global markets.
- Proficient in SalesForce, Oceana, Net Agent, AS400,
- Assisted International customers with guidance with prepayment via wire transfer
- Created and maintaining 40+ canned templates for Oceana which was utilized by the Sales team daily. Templates decreased the email response time to customers, served as a trusted resources for new and senior peers, they assisted with stream lining the international customer care processes reducing order entry errors and saving the company money by identifying process unprofitable.
- Oversaw the resolution of escalated customer issues, taking ownership of challenging situations and working towards mutually beneficial outcomes.
- Collaborated with other departments to implement process improvements that led to increased efficiency in handling customer inquiries.
- Championed the adoption of new technology platforms to enhance customer service capabilities, resulting in a more seamless experience for international clients.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
High School Diploma -
Tri Valley Jr Sr High School
Valley View PA1993
Skills
- First Call resolution
- Payment Processing
- Data Entry
- Customer Service
- Call center experience
- Inbound Customer Service
- Conflict Mediation
- Order Processing
- Problem Resolution
- Documentation And Reporting
- Professional telephone demeanor
- Problem-Solving
Certification
- Lean
- Dale Carnegie
- Microsoft Windows/Office
- Oceana/ SalesForce
- Effortless experience training
Timeline
Sr International Customer Service Representive
MSC Industrial Supply
09.2006 - 02.2024
Customer Care Representative
Rite-Aid Pharmacy
Customer Care Representative
MI Windows And Doors
High School Diploma -
Tri Valley Jr Sr High School