Wendy Dumas
Binghamton,NY
Summary
Dynamic Customer Service Representative with a proven track record at Icon Park, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through effective problem resolution and active listening. Skilled in training staff and maintaining detailed records, contributing to a cohesive team environment and improved service delivery. Flourish in a fast pace environment,and excellent in a fast pace environment.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Icon Park
Orlando, FL
03.2021 - 12.2024
- Resolved customer inquiries through effective communication and product knowledge.
- Assisted in training new staff on company policies and customer service best practices.
- Collaborated with team members to improve service delivery and maintain high satisfaction rates.
- Addressed and resolved complaints promptly, ensuring positive outcomes for customers.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Call Center Representative
Alorica
Endicott, NY
08.2013 - 02.2015
- Managed customer inquiries via phone, ensuring accurate information delivery and resolution of issues.
- Assisted in troubleshooting technical problems, enhancing customer satisfaction through effective solutions.
- Documented customer interactions in CRM software, maintaining detailed records for future reference.
- Collaborated with team members to improve call handling procedures, promoting efficiency and effectiveness.
- Adapted quickly to changes in product knowledge, delivering up-to-date information to customers consistently.
- Provided support during peak call times, ensuring minimal wait times and prompt service for clients.
- Conducted quality assurance reviews of calls to identify areas for improvement and maintain service standards.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Customer Service Representative
Maximum Security Alarms
Vestal, NY
03.2006 - 10.2009
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
GED -
Endicott Learning Center
Endicott, NYSkills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Product knowledge
- Paperwork processing
- Staff training
- Filing
- Dispute resolution
- Product and service solutions
- Product sales
- Sales expertise
- Recordkeeping strengths
Timeline
Customer Service Representative
Icon Park
03.2021 - 12.2024
Call Center Representative
Alorica
08.2013 - 02.2015
Customer Service Representative
Maximum Security Alarms
03.2006 - 10.2009
GED -
Endicott Learning Center