Customer Service Representative

MONICA J. FENN

509-***-**** **********@*****.***

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

SKILLS

Responding to Difficult Customers

Verbal and Written Communication

Multi-tasking, Efficient and Detail-Oriented

Courteous with Strong Service Mindset

Calm and Professional Under Pressure

Inbound and Outbound Calling

Team-Oriented and Cooperative Remote Work Experience

Microsoft Outlook and Word

Superior problem-solving and active listening skills.

Type 75+ words per minute.

Data Entry.

WORK HISTORY

Paycor

Payroll Advocate Chat / Remote / Yakima, WA / August 2022 – Current

Support customer interactions performing basic functions within the Perform application in a team setting.

Act as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent and less complex issues by developing solutions to customer questions

Support customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system usage.

Monitor the Perform system and proactively identify actions needed to correct issues as they arise.

Expected to identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate party

Follow defined process to escalate items as needed

Document and manage cases within applicable systems by reviewing, updating, and closing daily

Leverage resources for troubleshooting solutions to client questions

Prioritize a variety of tasks for quarter end and year-end processing and reporting

Must be able to meet or exceed expectations with schedule adherence

Meet or exceed productivity goals including case closure while balancing quality of each interaction

Monitors pay planner and update scheduled payroll dates accordingly

Attend internal meetings and huddles as scheduled

Charter Communications

Customer Service and Billing Representative / Vancouver, WA / April 2010 – April 2022

Solved billing issues.

Up-selling-Promoted available products and services

Detailing accounts with correct and accurate notes.

Met and exceeded metrics each year.

Delivered exceptional customer service to every customer by having extensive knowledge of products and services and creating welcoming, positive experience which led to retention of current customers.

Investigated and resolved customer inquiries and complaints quickly.

Recommended products to customers, thoroughly explaining details. Responding proactively and positively to rapid change. While also offering feedback on client's requests that was tailored to address their needs.

Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Answered an average of 100+ calls and emails per day, addressing customer inquiries, solving problems and providing product information.

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Delivered excellent customer service, resulting in a consistent 85% customer satisfaction rating.

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