Customer Service Representative

BRENDA MORAN

Port Deposit, MD *****

443-***-**** ******@**************.***

PROFESSIONAL SUMMARY

Customer service professional with 20-25 years ofexperience - motivated to maintain customer satisfaction and contribute to company success. Strong organizational skills - technical and analytical skills. Handle customer concerns with accuracy and professionalism. I try to maintain a high level of professionalism - patience - and efficiency to minimize customers so that they receive the utmost satisfaction in our products and help increase customer loyalty. I can work in a high call volume environment and maintain my position as a service representative of the company to remain calm and decisive to accomplish the job at hand for customer satisfaction and also company to meet their goals

SKILLS

Issue and Complaint Resolution

Data Entry and Maintenance

Courteous with Strong Service

Mindset

POS Systems and Ordering Platforms

Customer Data Confidentiality

Building Customer Trust and Loyalty

Upbeat and Positive Personality

Understanding Customer Needs

Order and Refund Processing

Efficient and Detail-Oriented

Responding to Difficult Customers

Customer Service and Assistance

Calm and Professional Under Pressure

Upselling Products and Services

Establishing and Maintaining

Customer Relationships

Call Volume and Quality Metrics

Excellent Attention to Detail

Proactive Self-Starter

Patient and Empathetic

POS Transactions

Team-Oriented and Cooperative

Knowledge Base

Setting Up Appointments

Merchandise Orders and Exchanges

Policy and Procedure Adherence

WORK HISTORY

05/2015 to Current Customer Service Support Representative /Order Entry Specialist Air King LLC / Lasko Products – West Chester, PA

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Offered advice and assistance to customers, paying attention to special needs or wants.

Answered constant flow of customer calls with minimal wait times. Answered customer telephone calls promptly to avoid on-hold wait times. Provided primary customer support to internal and external customers. Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.

Responded to customer requests for products, services and company information. Cultivated customer loyalty, promoted repeat business and improved sales. Recommended products to customers, thoroughly explaining details. Collected customer feedback and made process changes to exceed customer satisfaction goals.

Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Communicated with vendors regarding backorder availability, future inventory and special orders.

Investigated and resolved customer inquiries and complaints quickly. Delivered prompt service to prioritize customer needs. Trained new personnel regarding company operations, policies and services. Answered calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

We used a system for all calls using Zendesk which delivered customer service numbers and had to meet a satisfaction rating weekly Entered orders approx 40 / 60 into computer database system daily. Had to do paperwork for any RGA / OSD / Defective material to be sure customer received replacement/ or credit for damages / or file claim with our logistics department for any overages - shortages - demages . 10/2007 to 04/2015 Customer Service Representative /HVAC Assistant DDM Energy-Diamond Delchester Oil – West Chester, PA Provided primary customer support to internal and external customers. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Offered advice and assistance to customers, paying attention to special needs or wants.

Answered customer telephone calls promptly to avoid on-hold wait times. Responded to customer requests for products, services and company information. Cultivated customer loyalty, promoted repeat business and improved sales. Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.

Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Answered constant flow of customer calls with minimal wait times. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Delivered prompt service to prioritize customer needs. Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Answered average of 70 calls, per day, addressing customer inquiries, solving problems and providing product information.

My other hat was to order equipment with vendors Goodman- York - etc. and also Oil Tanks because I needed to set up delivery dates for the install I also had the responsibility of getting the permit for from the various townships for the install of any new equipment so our team could have the proper work to begin the job

05/2000 to 10/2006 Customer Service Representative J.C. EHRLICH PEST CONTROL – West Chester, PA

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

Handled over 100 calls per retrieving customer data, presenting relevant product information and cancelling services.

Also my responsibility to make sure all of my 12 Technicians under me had their work load calculated on a daily basis so that their time was sent up to accounting for payroll

Resolved issues over phone with customers daily.

09/1994 to 09/2002 Call Center Representative /Telemarketing Agent EIL Instrutments – Hunt Valley, MD

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.

02/1988 to 09/1994 Assistant Store Manager

K-Mart Store – Parkville, MD

Maintained positive customer relationships by responding quickly to customer service inquiries.

Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.

Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.

Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.

EDUCATION

05/1969 High School Diploma

Patterson High School - Baltimore City

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