Customer Service Representative
Resume:
Katrina Quelette-Blake
Columbus, OH *****
*******@*****.***
Customer-centric individual with over 30+ years of extensive experience in managing all facets of customer service operations with empathy, trust, and strong problem resolution skill sets. Proven success in providing firm advocacy and solutions to customers regarding diverse product issues. Well- versed in transforming new customers into long-term and loyal customers by delivering excellent customer care services. Highly capable to perform in fast-paced environment with strong work ethic and professionalism.
Authorized to work in the US for any employer
Work Experience
Senior Customer Service Representative
VERIZON WIRELESS - Columbus, OH
October 2003 to February 2022
• Assist in training and developing new hires in the proper processes and procedures and in how to obtain strong 1st call resolution outcomes.
• Promoted from Customer Services Rep to Loyalty Team, and Senior Customer Service Rep.
• Resolve escalated technical issues regarding Verizon Wireless products and services.
• Increase customer retention rate by maintaining product expertise and building trust with customers.
• Check company’s sales and marketing processes, guide customers on purchased products, and participate in back-end of sales process.
• Troubleshoot customers’ problems by assessing situations, anticipating customers’ needs and preferences, and offering solutions in accordance with both company and customers’ requirements.
• Offer quality assistance to customers by managing phone calls, emails, and internet chats, resulting in high customer satisfaction and positive customer feedback. Marketing Promotions Specialist
TOPUSA - Columbus, OH
June 2001 to September 2003
· Coordinated with businesses to deliver promotional products for employee incentives and awards, fundraisers, and customer appreciation aimed at meeting client satisfaction and building working relations.
· Planned targeted marketing and promotions campaigns for district programs, which resulted in boosting sales, maximizing revenues, and converting one-time customers into loyal customers.
· Assessed, researched, and suggested techniques to strengthen marketing and promotion of diverse products.
Technical Support Specialist
WINSTAR COMMUNICATIONS - Dublin, OH
October 1998 to April 2001
· Applied unique service delivery approach while resolving customer service tickets in fast-paced environment.
· Bridged communication gap between customer premises switch technicians, and underlying vendors and carriers to cover and eliminate local and long-distance concerns.
· Fixed provisioning errors for different products alongside overseeing and monitoring nationwide outages.
Sales Specialist
SCHOOL BOOK FAIRS - Dublin, OH
February 1984 to June 1998
· Collaborated with professional educators to provide quality-reading material for students and teachers.
· Secured and managed nationwide accounts
· Assisted in the training and supervising of telemarketing representatives.
· Served as brand ambassador at state and national conventions for the purpose of promoting the company.
· Maintained Top Ten Sales status for 14 years.
Education
High school diploma
Whestone High School - Columbus, OH
Skills
• Customer Service Excellence
• First Call Resolution
• Training & Onboarding
• Customer Needs Assessment
• Sales & Marketing
• Client Retention
• Vendor Management
• Positive Rapport Building
• Quality Assurance
• Active Listening
• Analytical Skills
• Team Collaboration
• Client Success Management
• Customer Needs Assessment
• Perfect Attendance
• Excel
• Microsoft Word
• AS400
• VOICENET
• SESS2000 Digital Switch
• AJN
• LERG
• Eudora
• CRT
• Account Management
• Telemarketing
• Event Planning
Links
linkedin.com/in/katrina-quelette-blak
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