Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Work Availability
Work Preference
Timeline
CustomerServiceRepresentative

Valerie Wiggins

West Haven,CT

Summary

Recent graduate of intensive IT program with focus on technical support. Successfully obtained Google IT Support Professional certificate. 30 years of Customer Service experience, honing communication skills and knack for handling irate customers effectively.

Overview

36
36
years of professional experience

Work History

Customer Service Representative

CTS Transportation
05.2022 - 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.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Internet Response Expert

LQ Digital Inc
04.2016 - 09.2017
  • Made outbound calls to clients
  • Handled Multi-Client Campaigns
  • Determine eligibility by comparing consumer information to client requirements
  • Follow managerial feedback and work with a team to reach daily goals
  • Increased customer satisfaction by addressing and resolving complex issues effectively.
  • Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
  • Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
  • Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
  • Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
  • Customized sales pitches to match customer needs, leading to higher conversion rates.
  • Utilized CRM software to manage customer interactions and follow up on sales opportunities.
  • Managed high volume of customer calls, maintaining calm and professional demeanor.
  • Resolved customer complaints, ensuring customer satisfaction and loyalty.

Customer Service/Collections

Excel Temps
09.2015 - 01.2016
  • Take inbound calls using ACD system
  • Explain billing, payments, and cable packages
  • Process payments and reconnect cable service
  • Use CRM software and Microsoft Office
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Investigated and resolved accounting, service and delivery concerns.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • 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.

Marketing Coordinator

Verizon Wireless Corporation
08.2001 - 03.2011
  • Take inbound calls using ACD system
  • Explain billing and account questions
  • Activate new lines of cellular service
  • Handled escalated calls
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Addressed customer account discrepancies and concerns.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Assisted team members in improving their performance through constructive feedback and sharing best practices.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Trained new personnel regarding company operations, policies and services.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Managed CRM database to maximize customer outreach efforts and strengthen client relationships.
  • Tracked and reported on marketing campaign responses.

Job Title

MCI/Worldcom Wireless
07.1998 - 08.2001
  • Take inbound calls using ACD system
  • Tier 1 troubleshooting
  • Explain billing and account questions
  • Activate new lines of cellular service
  • Handled escalated calls

Customer Service Representative

C-Tech Cable
02.1990 - 02.1998
  • Took inbound calls using ACD system
  • Explain billing and accounts
  • Credit and collections
  • Activate new service and disconnect existing service
  • Upsell premium cable packages

Education

Google IT Support Professional Certificate - Information Technology

Merit America
Washington, DC
02.2022

Skills

  • Technical Support & Troubleshooting

  • Customer Service

  • Conflict resolution

  • Active listening

  • Data entry

  • Problem resolution

  • Call center experience

  • Computer proficiency

  • Complaint handling

  • Professional telephone demeanor

  • Follow-up skills

  • Microsoft Office Suite

  • Customer relationship management (CRM)

  • De-escalation techniques

  • Building rapport

  • Clerical support

  • Dispute resolution

  • Customer education

  • Product and service solutions

  • Reading comprehension

  • Service upselling

  • Product promotion

  • Escalation management

  • CRM software

  • CRM software proficiency

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Interests

  • Cooking
  • Growing herbs, vegetables, or fruits in home gardens
  • Enjoy experimenting with different ingredients and flavors in the kitchen
  • I enjoy cooking for friends and family gatherings
  • Sharing recipes, cooking tips, and culinary experiences through blogs and social media platforms
  • I like trying new recipes and food trends

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

401k matchStock Options / Equity / Profit SharingPaid sick leavePaid time offWork-life balanceHealthcare benefitsCareer advancement

Timeline

Customer Service Representative

CTS Transportation
05.2022 - Current

Internet Response Expert

LQ Digital Inc
04.2016 - 09.2017

Customer Service/Collections

Excel Temps
09.2015 - 01.2016

Marketing Coordinator

Verizon Wireless Corporation
08.2001 - 03.2011

Job Title

MCI/Worldcom Wireless
07.1998 - 08.2001

Customer Service Representative

C-Tech Cable
02.1990 - 02.1998

Google IT Support Professional Certificate - Information Technology

Merit America

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