Customer Service Continuous Improvement

Rochelle Merriweather

Contact

********************@*****.***

314-***-****

Objective

Experienced Customer Service Lead with over 25 years of tenure at AT&T. Proven track record of resolving complex inquiries while maintaining . Skilled in cross-functional collaboration, team leadership, and continuous improvement initiatives. Education

Clayton High School

St. Louis Community College

Key Skills

Exceptional communication

skills

Proficient in software

applications

Strong problem-solving

abilities

Team leadership and

collaboration

Continuous improvement

mindset

Experience

Customer Service Lead AT&T, Saint Louis, Missouri, June 2015 – Present

• Responded to telephone inquiries and complaints following standard operating procedures.

• Resolved complex customer inquiries in a timely manner while maintaining professionalism.

• Coordinated communications between internal teams and external vendors for product enhancements.

• Managed escalated situations with difficult customers while preserving positive relationships.

• Conducted team meetings to discuss performance and develop improvement strategies.

• Actively sought feedback from customers to drive continuous improvement efforts.

Service Representative- AT&T Saint Louis, Missouri, November 1995 - June 2015

• Assisted customers in navigating complex systems, displaying patience and understanding.

• Developed effective relationships with customers by providing accurate information and solutions.

• Processed orders efficiently while verifying product availability.

• Utilized active listening techniques to assess customer needs accurately.

• Resolved inquiries and complaints promptly with professionalism.

• Collaborated with other departments to ensure satisfactory resolution of customer issues.

Leadership

Successfully led a team to exceed sales goals while maintaining excellent customer satisfaction scores.

References

Available upon request.

Contact this candidate