Trina Slawitschka
Jacksonville,FL
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty, particularly at Publix. Skilled in active listening and critical thinking, adept at resolving conflicts and building strong customer relationships. Recognized for exceeding performance metrics and contributing to sales growth through informed product recommendations.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Publix
03.2012 - 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 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.
- 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.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
Customer Service Representative
Enterprise Rent-A-Car
01.2001 - 08.2011
- 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.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- 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.
Education
High School Diploma -
St. Thomas Aquinas
Hollywood, FL09-1990
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Conflict resolution
- Complaint handling
- Building rapport
Timeline
Customer Service Representative
Publix
03.2012 - Current
Customer Service Representative
Enterprise Rent-A-Car
01.2001 - 08.2011
High School Diploma -
St. Thomas Aquinas
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