Whitney Harmon
Chapel Hill,Tennessee
Summary
Driven customer service professional with a proven track record at Lewisburg Electric System, adept in complaint resolution and customer relations. Excelled in managing high call volumes and complex customer issues, enhancing satisfaction and loyalty. Skilled in Microsoft Office and effective communication, I significantly improved service delivery through meticulous attention to detail and exceptional interpersonal skills.
Overview
16
16
years of professional experience
Work History
Customer Service Coordinator
Lewisburg Electric System
Lewisburg, TN
11.2009 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated logistics for customer orders.
- Handled billing of customer accounts
- Managed petty cash fund
- Coordinated all refund checks and sending customers to collections for non-payments on accounts
- Handled all connects and disconnections of customers accounts
Customer Service Representative
Marshall County Board of Public Utilities
Lewisburg, TN
06.2008 - 11.2009
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Processed all billing payments that came through mail or in office
Education
High School Diploma -
Cornersville School
Cornersville, TN05.2003
Skills
- Account Management
- Documentation skills
- Complaint Handling
- Customer Focus
- Documentation abilities
- Call flow maximization
- Payment Processing
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Work Prioritization
- Meticulous attention to detail
- Problem-Solving
- Time Management
- Administrative Support
- Workflow Management
- Excellent time management skills
- Customer Relations
- Decision-Making
- Cross-Functional Collaboration
- Deadline-oriented
- New Hire Training
- Exceptional interpersonal communication
- Call Monitoring
- Report Preparation
- Training and coaching
- One Call Resolution
- Team Building and Leadership
- Complaint resolution
- Exceptional telephone etiquette
- Account Updates
- Cash Handling
Timeline
Customer Service Coordinator
Lewisburg Electric System
11.2009 - Current
Customer Service Representative
Marshall County Board of Public Utilities
06.2008 - 11.2009
High School Diploma -
Cornersville School