Valerie Roberts
Swan
Summary
Dedicated customer service representative with proven skills in conflict resolution and relationship building. Committed to enhancing customer satisfaction and loyalty through effective problem-solving and active listening.
Empathetic customer service expert known for strong communication and problem resolution skills. Proven track record in maintaining detailed records and fostering customer loyalty through personalized service.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
American Air Plumbing and Electric
Sanford
03.2016 - Current
- Resolved customer inquiries through effective communication and active listening techniques.
- Assisted in troubleshooting plumbing and electrical issues, ensuring timely resolutions for clients.
- Maintained accurate records of customer interactions and service requests using CRM software.
- Collaborated with technicians to coordinate service appointments, enhancing operational efficiency.
- Trained new staff on customer service protocols and system usage to improve team performance.
- 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.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- 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.
Education
High School Diploma -
Covenant Christian
Winter Park, FL06-1987
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Call center operations
- Microsoft outlook
- Scheduling
- Professional telephone demeanor
- Follow-up skills
- Appointment scheduling
- Order processing
- Documentation
- Data collection
- Customer relationship management (CRM)
- Building rapport
- Order fulfillment
Timeline
Customer Service Representative
American Air Plumbing and Electric
03.2016 - Current
High School Diploma -
Covenant Christian