Social Media Customer

Mr. Ananth A. Rao, ( page * )

*** *********** *****,

West Chester, PA 19382-1812

Ph. : 610-***-****,

E-Mail : *********@*****.***

( I am US Citizen, Salary Negotiable, Can relocate)

OBJECTIVE :To work as a customer service representative for a company that can utilize my customer service, office, clerical, administrative, dataentry and secretarial skills to ensure smooth accurate result oriented functioning throughout the departments.

EXPERIENCE : CDPC CONSULTING BROOMALL PA CUSTOMER SERVICE REPRESENTATIVE JUNE 2010 to PRESENT

Proven experience providing customer support in busy call center environments for sales, marketing advertisement and lead generation companies.

Worked with unwavering commitment to customer service, with the ability to build ld productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship and partnership-building skills—listen attentively, solve problems creatively and use tact and diplomacy to achieve win-win outcomes.

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.

Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions. Resolved an average of 100 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).

Typing, filing and answering telephone and email

Taking messages and forwarding calls to the respective departments

Sorting out incoming and outgoing mail for easy tracking

Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.

Helped company attain the highest customer service ratings (as determined by external auditors)—earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

MR.ANANT RAO (PAGE 2 )

Coordinated the administration of product orders, serving customer needs, and ensuring delivery Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis.

● Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service. The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

● Assisting with Conflict Resolution ● Proficient with Cash Register Operations ● Assisting High-End Clientele ●Managed dozens of public- and private-sector clients, supplying them with electronic components. ● Developed relationships with established accounts while acquiring dozens of new accounts. ● Coordinated the administration of product orders, serving customer needs, and ensuring delivery.

Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Maintain financial accounts by processing customer adjustments

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Prepare product or service reports by collecting and analyzing customer information

Contribute to team effort by accomplishing related results as needed

Manage large amounts of incoming calls

Generate sales leads

Identify and assess customers’ needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure

resolution.

MR.ANANT RAO (PAGE 3 )

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Go the extra mile to engage customers

Resolve customer complaints via phone, email, mail or social media

Use telephones to reach out to customers and verify account information

Greet customers warmly and ascertain problem or reason for calling

Cancel or upgrade accounts

Assist with placement of orders, refunds, or exchanges

Advise on company information

Take payment information and other pertinent information such as addresses and phone numbers

Place or cancel orders

Answer questions about warranties or terms of sale

Act as the company gatekeeper

Suggest solutions when a product malfunctions

Handle product recalls

Attempt to persuade customer to reconsider cancellation

Inform customer of deals and promotions

Sell products and services

Utilize computer technology to handle high call volumes

Work with customer service manager to ensure proper customer service is being delivered

Close out or open call records

Compile reports on overall customer satisfaction

Read from scripts

Handle changes in policies or renewals

Resolve customer complaints via phone, email, mail or social media.

EDUCATION : MS VILLANOVA UNIVERSITY, PA, USA

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