Customer Service Representative

Jan Fairfield

*** ******* ******, *********, ***** - 970-***-**** (H) - *************@*****.***

Professional Summary

I am an experienced manager with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences. I have 20+ years of Customer Service and Management experience. I am very passionate about Customer Service and providing the ultimate experience to each customer. I believe by educating employees with the necessary tools they need to provide excellent customer service to our customers; will also empower them to reach and exceed their full potential. Ultimately helping them to succeed success in their future business endeavors. Experience

Constant Contact October 2011 to July 2015

Customer Support Team Leader

Colorado Spring, CO

Conducted analysis to address AHT, and Quality which led to lower handle times, and one call resolution.

Successfully managed the activities of 13 team members.

Managed and mentored an average of 20-50 new customer service representatives per year. Monitored the daily activities of 12 customer support teams.

Developed, implemented and monitored programs to maximize customer satisfaction. Monitored programs to maximize customer satisfaction and manage on-site customer service representatives.

Improved service quality and improved soft skills by developing a strong knowledge of company's products and services.

Interviewed, hired and trained new quality customer service representatives. Provided detailed weekly and monthly departmental reports and updates to senior management. Addressed negative and positive customer feedback immediately.

Provided a high level of product and leadership support to representatives.

Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.

Implemented goals and plans of action to improve areas that needed improvement with representatives to help them succeed.

Effectively communicated with team members to maintain clearly defined expectations. Resolved customer questions, issues and complaints.

Developed rapport with the customer base by handling difficult issues with professionalism.

Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.

Generated and distributed daily reports and order acknowledgments to appropriate personnel. Managed payroll and time and attendance systems for my team.

Monitored vacation accrual.

Processed termination.

Constant Contact

Customer Service Representative October 2011 to May 2013

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to customer inquiries.

Demonstrated mastery of customer service call script within specified time frames.

Addressed customer service inquiries in a timely and accurate fashion.

Maintained up-to-date records at all times.

Developed effective relationships with all call center departments through clear communication. Built customer loyalty by placing follow-up calls for customers who reported product issues.

Achieved customer satisfaction rating of 98% within 12 months, exceeding corporate target.

Implemented changes to customer service program, resulting in 15% higher customer satisfaction ratings.

Assisted with the development of the call center's operations, quality and training processes.

Led a team of customer service representatives to increase service center profitability by improving soft skills and customer engagement.

Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.

Properly directed inbound calls in phone queues to improve call flow. Party City August 2010 to July 2011

Custom Personalization Manager

Colorado Springs, CO

Resolved an average of 1-5 customer complaints per month regarding sales and service.

Monitored customer preferences to determine focus of sales efforts.

Generated monthly and annual sales reports.

Created and directed sales team training and development programs.

Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills.

Shared product knowledge with customers while making personal recommendations.

Created, consulted and sold average of $5,000 monthly for Wedding and special occasion printing. Deluxe Corporation June 2005 to March 2010

Customer Service Representative

Colorado Springs, CO

Demonstrated mastery of customer service call script within specified time Addressed customer service inquiries in a timely and accurate fashion.

Developed effective relationships with all call center departments through clear communication.

Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.

Led a team of customer service representatives to increase service center profitability.

Properly directed inbound calls in phone queues to improve call flow.

Achieved customer satisfaction rating of 97% within 12 months, exceeding corporate target. Provided cross training to several staff members.

Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.

Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.

Properly directed inbound calls in phone queues to improve call flow.

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