Customer Service Representative
Resume:
Isis Golden
ad0pmd@r.postjobfree.com
EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE 08/2022 – Present
RSVP Communications, Greensboro, NC
• Leveraging the power of Salesforce software to record and store vital customer information while also facilitating the efficient processing of warranty claims.
• Skillfully managing a continuous influx of customer calls, orchestrating seamless and expeditious interactions with minimal waiting periods monitored by Unity software.
• Effectively employing Slack as a communication platform to engage with colleagues, facilitating interactions centered around inquiries and responses related to products and services
• Fostering and upheld customer experience through the implementation of forward-thinking strategies, with an unwavering commitment to addressing customer unique needs and resolving any concerns that may arise.
• Incorporate multitasking skills by demonstrating an acute sense of urgency in addressing approximately 80 customer telephone calls daily, ensuring that minimal wait times were experienced by our valued clientele.
• Responsible for providing technical support to customers following their inbound sales inquiries
• Utilizing our company's comprehensive troubleshooting resolution tree as a compass to navigate through technical challenges, consistently arriving at well-suited solutions to meet our customers' needs.
• Reacting to customer requests promptly and efficiently which resulted in a 25% decrease of on-hold time.
• Utilized the WebEx computer program to efficiently receive and meticulously record incoming calls. CUSTOMER CARE ADVOCATE 06/2021 - 07/2022
Alorica, Greensboro, NC
• Provided exceptional assistance to 30-40 customers daily by employing Genesys software to maintain customer satisfaction.
• Assisted customers with medication refills and insurance questions, ensuring their inquiries were promptly addressed.
• Effectively managed and resolved customer complaints, diffusing dissatisfaction by implementing timely and targeted solutions.
• Cultivated enduring and loyal customer relationships by delivering superior service and furnishing comprehensive information on orders, accounts, and services.
• Played a pivotal role in resolving product or service-related concerns, contributing to customer retention and driving sales.
• Orchestrated timely responses to online customer inquiries, conducted thorough research to address complex issues.
• Documented call information and solutions provided into the internal database, ensuring accurate and accessible records.
• Maintained precise and up-to-date customer account data, utilizing a combination of manual forms processing and digital updates.
EDUCATION
Guilford Technical Community College 01/2018 – 01/2019 Jamestown, NC
CERTIFICATIONS & SKILLS
• Salesforce
• WebEx
• Unity
• Microsoft Office
• Genesys
• Slack
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