Customer Service Representative
Resume:
Summary
Skills
Experience
Theresa Reed
Cudahy, WI 53110
*************@*****.***
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. Report Creation
Report Generation
Credit Card Payment Processing
Data Entry
December 2019
to
Current
RTS Milwaukee, WI
Customer Service Representative
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Answered inbound calls, chats and emails to facilitate customer service. Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Developed strong customer relationships to encourage repeat business. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Consulted with customers to resolve service and billing issues. Set up and activated customer accounts.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
December 2014
to
March 2019
Road Runner Transportation Cudahy, WI
Customer Service Representative
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Answered inbound calls, chats and emails to facilitate customer service. Education and Training
Demonstrated excellent communication skills in resolving product and consumer complaints.
Developed strong customer relationships to encourage repeat business. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Consulted with customers to resolve service and billing issues. Set up and activated customer accounts.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Educated customers on special pricing opportunities and company offerings. Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Upheld quality control policies and procedures to increase customer satisfaction. Fielded customer complaints and queries, fast-tracking for problem resolution. Used proven techniques to de-escalate angry customers during telephone interactions.
Made outbound calls to obtain account information. Improved customer service wait times to mitigate complaints. Mentored new employees on procedures and policies to maximize team performance.
December 2012
to
December 2014
UTi Racine, WI
Customer Service Representative
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Improved customer service wait times to mitigate complaints. Mentored new employees on procedures and policies to maximize team performance.
Used proven techniques to de-escalate angry customers during telephone interactions.
Fielded customer complaints and queries, fast-tracking for problem resolution. Answered inbound calls, chats and emails to facilitate customer service. Demonstrated excellent communication skills in resolving product and consumer complaints.
MATC Oak Creek, WI
Business Administration and Management
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