Customer Service Representative
Resume:
Lauren Baker
Rome, GA *****
**********@*****.***
Adept at maximizing revenue and profits by growing customers and providing excellent customer service with a personalized and diligent manner. Persuasive communicator and multitasker with proven planning and relationship-building abilities. Well-versed in problem solving and having a good working relationship with happy customers.
Authorized to work in the US for any employer
Work Experience
Work at Home Customer Service Representative
ERC (BPO)/MCI - Rome, GA
August 2020 to Present
• Resolve customer issues for Wells Fargo Home Mortgage from inbound calls
• Research document and account issues
• Take payments and apply them to appropriate categories
• Direct calls to the correct department if not handled by customer service
• Offer products and services that would benefit our customer
• Generate account information for customers and send by mail, fax or email for the customer or authorized 3rd party
• Authenticate callers/customers and address all their questions and concerns Customer Service Representative
Godfrey Hirst, Cingular - Adairsville, GA
August 2012 to July 2018
• Collected customer feedback and recommended procedural or product changes to enhance future service delivery
• Maintained revenue streams by exhausting every option before offering refunds on escalated calls
• Documented conversations with customers in JDE to track requests, problems and solutions offered
• Addressed customer service inquiries quickly and accurately
• Answered 120-200 inbound calls per day and directed to designated individuals or departments
• Resolved 100% of inquiries per week to consistently meet performance benchmarks in all areas, including speed, accuracy and volume
• Kept abreast of rapidly evolving product lines and company changes to provide exceptional support, develop proactive issue resolutions, and share benefits of new technologies
• Documented conversations with customers in JDE to track requests, problems and solutions offered Math Teacher
Floyd County Schools - Rome, GA
August 2006 to May 2009
• Created and enforced child-based hands on curriculum to promote student interest and receptive learning
• Created lesson plans in accordance with state curriculum and school-wide curriculum standards
• Introduced new Smart technology to classrooms for better understanding for math
• Met with parents to discuss student progress and increase participation for student success Territory Account Manager
Primavera Distributing - Chattanooga, TN
July 2002 to April 2006
• Expedited resolutions to correct customer problems and complaints, promoting industry-leading service levels and maintaining exceptional customer satisfaction scores
• Successfully penetrated new market areas by investigating competitor products, services and trends
• Established and maintained more than 300 business accounts
• Managed and grew key customer accounts, including contract review, production scheduling and customer engineering support
• Performed frequent customer visits to maintain positive and productive relationships
• Cultivated long-term relationships with clients to accurately quote pricing and terms that achieve customer objectives
• Reached out to dormant accounts to re-engage customers and increase revenue Education
Bachelor of Science in Business Administration
Kennesaw State University - Kennesaw, GA
2000
Skills
• Customer Service
• Call Center
• Customer Support
• Customer Care
• CSR
• Report generation, Sales Expertise, Shipping and receiving Understanding, Transportation Development, Microsoft Office Expertise, Account and Financial Solutions and Analysis, Problem Solving and Research, Call Center Experience, Work From Home Experience, Courteous Demeanor, Clerical Support, Active Listening Skills, Customer Service (10+ years) Assessments
Customer service — Proficient
July 2020
Identifying and resolving common customer issues
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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