Valerie Robinson
Kuna,ID
Summary
An opportunity to explore career growth . Bring my organizational and leadership skills into an atmosphere where they can be best utilized. Motivated individual with experience in customer service. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior service.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Consumer Relations Specialist
Directv
02.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered accurate information regarding billing inquiries and assisted in resolving discrepancies quickly.
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Managed multiple tasks simultaneously during peak call times while remaining composed under pressure.
- Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
- Managed approximately 30 incoming calls per day from customers
Escalation Specialist (Client Advocate Unit)
Citi
03.2009 - 12.2021
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
- Took escalation manager calls to solve client’s issues
- Delivered outstanding customer service
- Treated clients with respect and empathy with each individual call
- Problem solved complex account issues in quick and polite matter
- Identified long term solutions to aide clients in overall account management
- Identified software or programming issues causing financial harm to client or business
- Worked multi-Platform computer systems to manage accounts
- Worked in high stress environment to solve client and business needs
- Assisted in new hire trainings
- Excelled in resolution of client’s core issue
- Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
Credit / Tele-service Associate
Sears Credit
01.2002 - 11.2002
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Balanced multiple priorities effectively while maintaining a keen focus on delivering exceptional customer experiences consistently.
- Expedited communication between upper-level management and general personnel
- Operated telephone console to receive incoming callers
- Made future appointments and answered inquires
- Assisted subordinates and supervisors in identifying and resolving problems
- Keyed information into computer to create accounts for clients
- Maintained high standards of excellence
Education
High School Diploma -
Cordova High School
Rancho Cordova, CA01.1987
Skills
- Cross-functional coordination
- Empathy and understanding
- Training and development
- Product knowledge
- Exceptional communication
- Customer service orientation
- Complaint handling
- Multitasking capabilities
- Attention to detail
- Problem-solving abilities
Certification
- Idaho State Contractors License
- Oregon state Contractors law
Timeline
Consumer Relations Specialist
Directv
02.2023 - Current
Escalation Specialist (Client Advocate Unit)
Citi
03.2009 - 12.2021
Credit / Tele-service Associate
Sears Credit
01.2002 - 11.2002
High School Diploma -
Cordova High School
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