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Crystal DiMatteo

**** ***** ****** **. ***

Tipp City, OH 45371

937-***-****

Hiring Manager

RE: Remote Customer Service Representative

Dear Hiring Manager,

I am writing to express my interest in a Remote Customer Service Representative position. I have over twenty years of experience in providing excellent customer service across various channels, such as phone, email, chat, and social media.

I have a passion for helping customers find solutions to their problems and ensuring their satisfaction. I have received positive feedback from both customers and managers for my professionalism, empathy, and communication skills. I am proficient in using various customer service software and tools, such as Zendesk, Salesforce, and LiveChat.

As a remote customer service professional, I can work independently and efficiently from home, while maintaining a high level of productivity and quality. I have a reliable internet connection, a dedicated workspace, and a flexible schedule. I am also able to collaborate effectively with my team members and supervisors through online platforms, such as Slack, Zoom, and Google Workspace.

I would love to join your company and contribute to your mission of providing exceptional customer service to your clients. I believe that I have the skills, experience, and attitude that you are looking for in a Remote Customer Service Representative. I would appreciate the opportunity to discuss this position with you further.

Thank you for your consideration.

Sincerely,

Crystal DiMatteo

OBJECTIVE: To obtain a position as a Remote Customer Service Representative

As a Customer Service professional, I have a proven track record of delivering high-quality results and exceeding expectations. I have strong skills in problem-solving, client services and relationship building, office and time management, critical thinking, organization, administrative support, and communications. I am a reliable, diligent, and creative individual who can think outside the box and adapt to change with ease. I am eager to learn new things and apply them effectively. I am not intimidated by challenging situations such as dealing with angry customers, resolving complex issues, and working under pressure. I always seek to improve myself and the services I provide.

HIGHLIGHTS OF QUALIFICATIONS

Can handle a high volume of calls, email, chat, and ticket systems

Excellent skills in written and verbal communication and presentation

Strong analytical and problem-solving skills, able to deescalate tense situations quickly and effectively

Learns quickly and interprets information accurately

Capable of effectively communicating at various levels with individuals and groups

Creative problem solver, highly organized, keen on details, excels in multitasking

Enthusiastic, resourceful, outgoing, and enjoys challenges

Knowledge of Microsoft 365 products, Intuit software, and CRM software such as Salesforce and Zendesk

Google Suite products, and various operating systems

Familiar with remote access software, VPN, and RMM

Highly motivated self-starter and team player with a positive attitude

WORK AND VOLUNTEER EXPERIENCE

Volunteer, Ginghamsburg Church,

Tipp City, OH/May 2020 - ongoing

Prepare and coordinate games, sweepstakes, giveaways, etc.

Provide assistance and information with weekly dinners and classes

Developed a method to organize volunteers for activities effectively

Remote Customer Service Representative and Resolution Coordinator, Walmart.com

July 2020 - Present

●Address 100’s daily customer inquiries in a timely fashion via phone, email, and chat maintaining first-call resolution standards

●Research database to find accurate and appropriate information to

●answer questions, troubleshoot issues, resolve complaints, research delivery tracking, and ensure returns requests are not fraudulent

●Process returns

●Entered all relevant information into CRM software including order changes, and information changes, and made note of any contact with customers

●Cross-trained over 150 staff members in 3 years

●Achieved customer satisfaction rating of 98% within 9 months, exceeding the corporate target

●Properly directed inbound calls in the phone queue to improve call flow

●Make reasonable procedure exceptions to accommodate unusual customer requests

●Developed effective relationships with customers through clear, accurate, timely, and empathetic communication, active listening, and maintaining updated knowledge of goods and services offered

●Resolved problematic calls effectively, de-escalating situations in a timely fashion using active listening and empathetic communication maintaining and exceeding customer retention goals

Marketing and Business Coordinator, Dayton Coating Technologies, Chicago Coating Technologies, Certified Tool and Grinding

Dayton, OH, Elgin. IL, West Carollton, OH/May 2013 - July 2020

● Prepare and distribute employee handbooks, training manuals, quality compliance documents, MSDS

● Provided exceptional customer satisfaction

● Manage daily activities of employees of all three companies

●Develop bank proposals, from creating copy, inserting reports, and conducting research for sales goals and loss/profit margins to design, order, print, and deliver with 100% loan achievement

●Purchasing

●Implementation of new shop software

● RMA's, RFQ's, NDA's, Credit Reference checks

●Maintain 100% OSHA standards compliance

●Plan and assist remodels for offices and production areas

●Human resource responsibilities include placing ads, conducting interviews, hiring new employees, explaining insurance, issuing discipline, caring for employee concerns, educating employees on laws and rights, payroll, issuing email accounts and passwords, developing team-building exercises, annual performance reviews

●Keep records of all asset items and issue asset tags, conduct and maintain physical inventories and reports

●Assist with sales by developing sales literature and company merchandise

●Accounts receivable/payables and collections

●Manage CRM software, making sure all account information is up-to-date and accurate

Customer Service Representative, Dayton Coating Technologies, Chicago Coating Technologies, Certified Tool and Grinding

Dayton, OH, Elgin. IL, West Carollton, OH/July 2012 - Promotion May 2013

● Answered and addressed customer queries for product orders, price quotes, and billing questions within 24 hours via phone and online

●accounts payable, receivable (including collections), and other invoicing duties using QuickBooks

●domestic and international shipping and receiving using FedEx, UPS, DHL, and USPS

●Documented all customer interactions and logged them in the CRM database

●Maintained the highest satisfaction rating at 99% among peers

Customer Services Specialist, Ikon Business Solutions, Troy, OH

June 2009 - July 2012

●Used phone and email to assist 75-100 customers daily

● Computer data entry with emphasis on ten-key entry holding a 98% accuracy rating for 3 years

● Efficiently filed documents numerically and alphabetically

●Accurately maintained and produced shipping documents, machine records, purchase orders, invoices, and employee documents per on and off-site customer requests

●Computer programming with Mainframe, Epicor, and Vulcan operating systems

●Handled 100’s freight bills and stayed knowledgeable about freight pay processes

●Front desk receptionist duties answering 60-70 daily calls and accurately transferring customers to the correct department or staff

●Records retention duties such as keeping up with state document retention laws and regulations, overseeing the destruction of files and documents meeting these deadlines

Virtual Customer Service Representative, Ikon Business Solutions, Tipp City, OH

Remote from home May 2011 - March 2020

●Handled many customer accounts for several businesses, toggling between multiple monitors and tabs to ensure accuracy and efficiency, and maintained a 99% customer satisfaction rating by assisting customers with a warm and professional attitude

●Answered multiple phone lines, emails, and chat to assist 100s of daily customers with orders, billing, questions, concerns, policies, complaints, etc. effectively de-escalating tense situations and calming angry customers by using my excellent customer service and problem-solving skills and keeping a calm empathetic tone and actively listening to customers to answer questions and correct mistakes accurately

●Updated CRM programs such as Salesforce, Zoho, Hubspot, Adobe, Keap, Zendesk, and Monday (depending on the company) with customer notes, orders, billing, and shipping information.

●Perfected knowledge of company products and services, changes, new items, and service options to be able to better explain products and benefits to customers, practiced negotiation and upselling skills

●Performed collection calls as needed - causing a 60% increase in back-due invoices being paid in full by maintaining a calm demeanor and showing empathy for customer situations

●Provided excellent technical support

Improved customer retention rate by 60% in 1 year by providing outstanding customer service and building rapport with customers creating lasting relationships with businesses and staff.

EDUCATION

Tippecanoe High School

Tipp City, OH

Graduated May 2002

AWARDS/OTHER

Serve Safe Food Handlers Certificate

Customer Service Professional Merit

Floriculture and Retail Shop Management Certificate of Completion

American Sign Language, Sinclair Community College Certificate of Completion

Computer programming Sinclair Community College Certificate of Completion

Sensitivity Training Certificate of Completion

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