Center Representative Service

Moira L. Lee

Customer Service Representative

Middletown, NY 10940 I 646-***-**** I adtk8r@r.postjobfree.com

PROFILE

Seasoned customer service professional with over 10+ years of experience providing customer service to end users via telephone, email, and web. Expertise in providing restorative or maintenance to resolve customer issues. Proficient in responding to client problems using standard procedures with the ability to correctly track incidents and calls, including entering data into the database accurately. A multi-tasker able to handle assigned duties while also assisting customers.

WORK EXPERIENCE

July 2019 – August 2022

Sales and Service Advisor, Concentrix Farmingville, MI

Successfully closed $1.5M in sales by utilizing the CEM methodology to understand customer needs and identify areas of improvement.

Increased customer satisfaction rates by 5% through successfully implementing changes suggested by the CEM methodology.

Maintained & updated the company's knowledge base tools, including a CRM system with over 10,000 entries.

January 2012- February 2016

Call Center Representative, Long Island FQHC Elmont, NY

Focused on customer needs to ensure satisfaction and communicated with Senior

Sales Support staff and management to resolve any issues, resulting in a 98% customer satisfaction rating.

Worked with cross-functional teams to streamline communication between departments which resulted in a 15% increase in efficiency.

Maintained up-to-date knowledge of health center policies, procedures, and services.

Successfully handled an average of 100 calls per day, with a 90% first call resolution rate.

October 2008 –December 2012

Guest Services Agent, Hampton Inn Islandia, NY

Mastered quality assurance procedure to increase customer satisfaction by 10%.

Became efficient identifying areas for improvement and developed innovative solutions to increase efficiency by 15%

Exceeded company metric of minimum 2 upsells per day

Education

June 2012

AA Liberal Arts, Suffolk County Community College

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