Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zorana Elder

Dade City,FL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals.

Overview

15
15
years of professional experience

Work History

Costumer Service Representative

JCPenney Logistics Center
09.2012 - 03.2020
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Provided information regarding charge accounts and loyalty programs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Communicated professionally with colleagues, freelancers and clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
  • Managed timely and effective replacement of damaged or missing products.
  • Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
  • Resolved Type issues over phone with Number customers daily.
  • Entered orders into Type computer database system.

Costumer Service Rep

General Electrical Capital
04.2005 - 12.2012
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Provided information regarding charge accounts and loyalty programs.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Answered average of Number calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Communicated professionally with colleagues, freelancers and clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Promoted available products and services to customers during service, account management and order calls.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Investigated and resolved accounting, service and delivery concerns.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Resolved Type issues over phone with Number customers daily.
  • Optimized customer support by establishing collaborative service environment.
  • Entered orders into Type computer database system.
  • Followed up with customers about resolved issues and completed Action and Action to maintain high standards of customer service.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.

Education

Metropolitan Community College - Kansas City
Kansas City, MO
04.1999

Skills

  • Staff Training
  • Order Fulfillment
  • Report Transcription
  • Stocking and Replenishing

Timeline

Costumer Service Representative

JCPenney Logistics Center
09.2012 - 03.2020

Costumer Service Rep

General Electrical Capital
04.2005 - 12.2012

Metropolitan Community College - Kansas City

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Zorana Elder