Customer Service Representative

TD

THOMAS DEAN

ad5plx@r.postjobfree.com 810-***-**** Davison, MI 48423

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in Medical Equipment and travel industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Complaint Resolution

Customer Order Management

Account Management

Customer Retention

Customer Service

CRM Software

Call Centers

Customer Relationship Management (CRM)

Problem Resolution

Senior Leadership Support

Complaint Handling

Telephone Etiquette

Good Communication Skills

Customer Relationship Management

Befitting You Medical Supply Clarkston,

MI

Customer Service Specialist

11/2019 - Current

Demonstrated excellent communication skills in resolving product and consumer complaints.

Provided assistance to customers in navigating website, placing orders, and resolving complaints.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Fielded customer complaints and queries, fast-tracking for problem resolution.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Answered incoming customer inquiries regarding product and service information.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Used proven techniques to de-escalate angry customers during telephone interactions.

Made outbound calls to obtain account information. Collaborated with sales team members to stay current on inventory levels and resolve item issues.

Summary

Skills

Experience

Adjusted bills and refunded money to resolve customers' service or billing complaints.

Developed strong customer relationships to encourage repeat business. Collected deposits or payments and arranged for billing. Delivered products to customer locations on time.

Hart Medical Equipment Flint, MI

Hospice Coordinator

08/2018 - 11/2019

Explained policies, procedures and services to patients. Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care. Monitored patient care plans to ensure compliance with established standards of care.

Communicated with patients with compassion while keeping medical information private.

Responded promptly to inquiries from patients, family members, and medical personnel regarding hospice services.

Coordinated hospice services with physicians, nurses, therapists and other healthcare professionals.

Ensured adherence to regulatory requirements by monitoring quality assurance processes.

Collaborated with multi-disciplinary staff to improve overall patient care and response times.

Recognized by management for providing exceptional customer service. Understood and followed oral and written directions. Maintained open communication with team members and stakeholders, resulting in successful project outcomes.

Delivered products to customer locations on time.

Displayed strong telephone etiquette, effectively handling difficult calls. Identified needs of customers promptly and efficiently. Worked with cross-functional teams to achieve goals. Provided excellent service and attention to customers when face-to-face or through phone conversations.

Auto Club Group AAA Dearborn, MI

Travel Consultant

11/2011 - 08/2018

Asked open-ended questions to best understand client needs and determine best travel offerings.

Utilized promotional materials and discounts to sell trip packages to clients.

Researched hotels and airfare options to best meet client needs and expectations.

Responded promptly to clients regarding visa, passport and security inquiries.

Responded immediately to clients' questions, issues and complaints and found effective solutions when required.

Communicated travel policies to clients and collaborated with preferred vendors to maximize company profit.

Managed customer complaints effectively according to established procedures.

Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.

Followed up with clients to notify of specials and offer assistance with future travel plans.

Participated in travel seminars and remained up-to-date on market trends. Completed ongoing training with company and travel partners. Processed credit and debit payments and handled confidential information with discretion.

Provided customers with detailed information about travel destinations and packages.

Processed payments from customers using a variety of methods such as credit cards, cash or checks.

Provided customers with brochures and publications containing local customs, points of interest or foreign country regulations. Searched and confirmed travel reservations for customers. Booked transportation and hotel reservations using computer or telephone. Developed customized travel plans to meet customer needs and preferences.

Resolved any issues related to travel plans and services. Maintained open communication with team members and stakeholders, resulting in successful project outcomes.

Davison High School Davison, MI

High School Diploma

06/1991

Charles Stewart Mott Community College Flint, MI Associate of Science in General Studies

McLaren Hospice Excellence award for outstanding dedication and customer service in 2018. Twice Nominated for Auto Club travel Sales person of the year for my territory Three time finalist for Genesee County Business Bureau/Chamber of Commerce for front of the house Service Person of the year award

References available upon request.

Education and Training

Accomplishments

References

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