Whitney Longoria
Oregon
Summary
Experienced with managing customer relationships to drive satisfaction and loyalty. Utilizes effective communication and problem-solving techniques to address client needs. Track record of building strong customer connections and maintaining high levels of service quality.
Overview
10
10
years of professional experience
Work History
Customer Relationship Manager
Discover Finacial Services
07.2022 - Current
- Mentored junior staff to develop skills, resulting in improved team performance.
- Collaborated with cross-functional teams for innovative approaches to complex client challenges.
- Conducted regular check-ins with clients to ensure alignment and address any concerns.
- Managed sensitive beneficiary information with utmost confidentiality, adhering to privacy guidelines and regulations.
- Mentored junior staff members in the best practices of claims handling, promoting a supportive and collaborative work environment.
- Enhanced customer satisfaction by addressing and resolving beneficiary concerns in a timely manner.
- Initiated process improvement through collaboration with peers and leadership to exceed goals.
- Assisted in training new employees on specialty processing techniques, leading to increased knowledge levels within the department.
- Delivered exceptional customer service, addressing client inquiries promptly and professionally.
Senior Customer Service Specialist
Erie Home Solutions
10.2018 - Current
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Strengthened team performance and productivity by training and inspiring team members.
- Accurately documented calls and caller information and made updates to data.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Drove sales objective by applying strong product and service knowledge on outgoing sales calls.`
Junior Account Specialist
Rock Connections
12.2017 - 09.2018
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Managed high-volume of inbound and outbound customer calls.
- Explained key information regarding products and services to customers to encourage informed decision-making.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Documented customer inquiries and feedback and entered service delivery suggestions in company database.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Bar Manager
Blue Diamond Lounge
08.2014 - 12.2017
- Maintained close communication with clients to mitigate service issues.
- Organized venues, budgets, guest lists, catering and event timelines.
- Hired and trained staff for cross-functional assignments and verified employee knowledge of specific procedures related to each event type.
- Attended and participated in industry events.
- Assessed event success and identified improvement areas through client feedback.
- Interviewed, hired and trained staff to improve customer retention and bolster sales.
- Monitored cash intake to reduce discrepancies.
- Resolved escalated customer complaints to maximize satisfaction and loyalty.
- Restocked beer and liquor regularly and after special events.
- Maintained detailed inventory of bar supplies and stocked work areas.
- Complied with health codes, sanitation requirements and license regulations while streamlining productivity initiatives.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Monitored patron alcohol consumption to encourage safety.
Education
Some College (No Degree) - Computer And Information Systems
Wayne State University
Detroit, MIHigh School Diploma -
Oak Park High School
Oak Park, MI06.2010
Skills
- Customer Service
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- CRM Software
- Upselling Products and Services
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Transaction Processing
- 45 wpm Typing Speed
- Call Documentation
- Data Entry
- Creative Problem Solving
- Verbal and Written Communication
- Building Customer Trust and Loyalty
- De-escalation Techniques
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Customer Account Management
- Corporate Processes and Procedures
- Customer relations
- Research and due diligence
- Training and mentoring
- Inter-department collaboration
Timeline
Customer Relationship Manager
Discover Finacial Services
07.2022 - Current
Senior Customer Service Specialist
Erie Home Solutions
10.2018 - Current
Junior Account Specialist
Rock Connections
12.2017 - 09.2018
Bar Manager
Blue Diamond Lounge
08.2014 - 12.2017
High School Diploma -
Oak Park High School
Some College (No Degree) - Computer And Information Systems
Wayne State University
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