Valita Ford
Jonesboro,GA
Summary
Dedicated Customer Service professional with 23 years of experience. Solid team player and leader with positive demeanor and proven skills in establishing great rapport with clients. Knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Customer Service Advocate
Verizon
12.2000 - 08.2023
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Analyzed customer feedback data to identify areas for improvement in processes and procedures.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Exceeded monthly sales targets, utilizing persuasive communication skills to promote company products or services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about [Product or Service] options and processed purchases.
- Offered [Area of expertise] knowledge to assist team members in offering each customer top-notch support.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- 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.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Education
No Degree - Business Administration And Management
AIU
Alpharetta, GAHigh School Diploma -
Thomas M. Cooley Law School
Lansing, MI06.1990
Skills
- Account Management
- Promotional Support
- Credit Card Processing
- CRM Software
- Computer Proficiency
- Payment Collection
- Technical Troubleshooting
- Clerical Support
- Complaint Resolution
- Problem-Solving Abilities
- Technical Support
- Data Entry
- Complaint Handling
- Multi-Line Phone Talent
- Problem Solving
- Performance Metrics
- Multitasking
- Telephone Etiquette
- Customer Retention
- Active Listening
- Product Knowledge
- Decision Making
- Effective Communication
- Attention to Detail
- Adaptability
- Critical Thinking
- Positive Attitude
- Paperwork Processing
- Account Updating
- Call Management
- Building Rapport
- Filing
Timeline
Customer Service Advocate
Verizon
12.2000 - 08.2023
No Degree - Business Administration And Management
AIU
High School Diploma -
Thomas M. Cooley Law School
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