Summary
Overview
Work History
Education
Skills
Timeline
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Valarie Maxey

Edgerton,KS

Summary

Professional with strong background in customer interactions and customer service. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

16
16
years of professional experience

Work History

Administrative/Customer Service Representative

Quest Diagnostics
03.2013 - Current
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Strengthened client relationships through consistent communication and proactive followups.
  • Maintained accurate records of client interactions, enabling better understanding of customer needs and preferences.
  • Delivered exceptional customer service, resulting in increased client retention and positive feedback.
  • Exceeded performance targets by implementing effective time management techniques and prioritizing tasks.
  • Implemented quality control measures to maintain high standards of service delivery across all touchpoints.
  • Helped work on initiatives for streamlining internal processes for client.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Maintained a spreadsheet with employees for random testing.
  • Worked alongside supervisors/client to ensure random testing is completed offsite/onsite.
  • Worked with collectors on scheduling random testing.
  • Kept up a database of supervisor information.
  • Enter breathe alcohol testing in lab system.
  • Lots of follow up with client/supervisors regarding testing.
  • Constant communication with client.


Customer Service Rep.

GE Capital
02.2009 - 03.2013
  • 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.
  • 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.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • 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.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and backed up other customer service managers.

Education

Small Business Management

Kansas City Kansas Community College
Kansas City, KS

High School Diploma -

Piper High School
Kansas City, KS
05.1993

Skills

    Customer Service

    Problem-solving abilities

    Active Listening

    Critical Thinking

    Data Entry

    Customer Relations

    Problem Resolution

    Call center experience

    Computer Proficiency

    Conflict Resolution

    Complaint Handling

    Microsoft Excel

    Complaint resolution

    Microsoft Outlook

    Follow-up skills

    Paperwork Processing

    Appointment Scheduling

    Order Processing

    Team Development

    Documentation

    Administrative Support

    Microsoft Office Suite

    Data Collection

    Prioritization

    De-Escalation Techniques

    Building rapport

    Clerical Support

    Filing

    Multi-line phone talent

    Recordkeeping strengths

    Account Management

    Spreadsheets

    Office equipment proficiency

    Staff education and training

Timeline

Administrative/Customer Service Representative

Quest Diagnostics
03.2013 - Current

Customer Service Rep.

GE Capital
02.2009 - 03.2013

Small Business Management

Kansas City Kansas Community College

High School Diploma -

Piper High School

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Valarie Maxey