Victoria Watkins
Stockton,California
Summary
Accomplished professional with a proven track record at Pacific Gas & Electric, At & T, Sony and The Boys & Girls Club of America enhancing customer satisfaction and resolving complex issues through exceptional problem-solving and active listening skills. Spearheaded innovative customer service strategies, achieving significant loyalty and repeat business. Expert in Microsoft Outlook and adept at fostering team development, consistently exceeding performance targets. In addition to my vast experience working with the public, I am the proud holder of an advanced degree in Healthcare Administration as well as a degree in Nursing.
Overview
31
31
years of professional experience
Work History
Billing Operations Customer Service Representative
Pacific Gas & Electric Company
10.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Advisor
Pacific Gas & Electric
08.2016 - 09.2021
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Maintained and managed customer files and databases.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Advertising Solutions Advisor
AT&T Advertising Solutions
03.2001 - 02.2013
- Delivered exceptional customer service by promptly addressing concerns and questions, maintaining high levels of client satisfaction.
- Streamlined internal processes through the implementation of innovative tools and technologies, fostering a more efficient work environment.
- Managed multiple projects simultaneously while adhering to strict deadlines, showcasing strong time management skills.
- Pioneered new methodologies in problem-solving techniques that resulted in innovative solutions for clients'' challenges.
- Collaborated with cross-functional teams to design comprehensive solutions addressing client needs and expectations.
- Analyzed complex problems to develop effective strategies, resulting in successful project outcomes.
- Championed employee engagement initiatives by organizing team-building activities that fostered positive workplace culture experiences which encouraged collaboration among colleagues.
- Participated in industry conferences and seminars for staying up-to-date with emerging trends and best practices relevant to Solutions Advising profession.
- Researched current economic trends and investment opportunities to stay abreast of financial markets.
- Informed clients of strategies for reducing debt and maximizing savings.
- Monitored and updated financial plans to comply with client goals.
- Identified opportunities for process improvement, leading to increased efficiency and productivity within the team.
- Presented detailed reports on findings and recommendations to executive leadership, facilitating informed decision-making processes.
Sales Officer
Sony Customer Sales Representative Center
01.1997 - 01.2001
- Enhanced customer satisfaction with timely follow-ups and personalized service.
- Responded to customer needs by answering questions and providing detailed information about [Product or Service].
- Boosted sales performance by identifying and targeting high-potential leads.
- Cultivated strong relationships, establishing trust and loyalty among clients.
- Participated in regional sales meetings, sharing insights with colleagues and fostering teamwork across departments.
- Developed strategic sales plans for achieving revenue growth and exceeding targets.
Director of Educational Services
Boys & Girls Club
01.1993 - 01.1996
- Established professional development opportunities for staff to enhance their pedagogical techniques and subject matter expertise.
- Led operations of educational programs at institution and within community.
- Fostered an inclusive school culture that valued diversity and promoted equity among all stakeholders, resulting in increased student engagement and success rates.
- Coordinated intervention programs designed specifically to improve literacy rates among underperforming students across grade levels.
- Overseeing of children within academic and amusement events
- Tutored and mentored boys and girls and assisted with coaching.
Education
Masters Management Healthcare Administration (MHA) - Healthcare Administration
University of Phoenix
Tempe, AZ06.2023
Bachelor of Science in Nursing - Nursing
University of Phoenix
Tempe, AZ06.2021
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint resolution
- Microsoft Outlook
- Team Development
Timeline
Billing Operations Customer Service Representative
Pacific Gas & Electric Company
10.2021 - Current
Customer Service Advisor
Pacific Gas & Electric
08.2016 - 09.2021
Advertising Solutions Advisor
AT&T Advertising Solutions
03.2001 - 02.2013
Sales Officer
Sony Customer Sales Representative Center
01.1997 - 01.2001
Director of Educational Services
Boys & Girls Club
01.1993 - 01.1996
Masters Management Healthcare Administration (MHA) - Healthcare Administration
University of Phoenix
Bachelor of Science in Nursing - Nursing
University of Phoenix
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