Service Representative Customer

Professional Summary

Skills

Experience

Geraldine Lee

571-***-**** ********@*****.*** Orangeburg, SC 29115 As a customer service professional, my primary goal is to ensure that each customer interaction is a positive experience. With my extensive experience in the industry, I have developed exceptional skills in communication, problem-solving, and conflict resolution.

My customer service approach is based on a customer-centric philosophy, where I make every effort to understand and address the unique needs of each individual customer. I am an expert in handling challenging situations with tact and diplomacy, and I always strive to exceed customer expectations. Throughout my career, I have consistently demonstrated a passion for delivering exceptional service and achieving outstanding customer satisfaction ratings. I have a proven track record of building strong relationships with customers and earning their trust and loyalty.

With my strong work ethic, attention to detail, and dedication to customer satisfaction, I am confident that I would be an asset to your team. I look forward to the opportunity to bring my skills and experience to your company and contribute to its continued success.

• KPIs (CSAT, QA, FCR, CES,AHT) • Data Analysis • Voice of Customer

• MS Office Suite • Time Management • Sales Support

• Customer Support • Negotiation • Virtual Support

• Content Moderation • Problem Solving Skills

Community Work Volunteer December 2010 - Current

Orangeburg, SC

Assisted individuals with finding suitable housing by conducting research, providing referrals, and navigating the housing application process.

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Supported individuals in accessing mental health services by connecting them with resources, scheduling appointments, and advocating for their needs.

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Helped individuals apply for and obtain disability and SSI benefits by providing guidance on eligibility requirements, completing applications, and following up with agencies.

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Secured funding for organizations by researching grant opportunities, preparing grant proposals, and managing grant reporting requirements.

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This snapshot of the skills and qualities that I have highlighted have proven to be very transferable in any communication, teamwork, leadership, problem-solving, and time management professional setting.

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Sales Manager March 2009 - December 2010

M & M Motors, Inc, Hinesville, GA

Successfully managed a used automobile sales team that produced high retention and satisfaction. Education

I hired and trained new employees on how to effectively relate to customers and produce solid sales.

• Elevated team productivity using practical training and motivational strategies.

• Used professional negotiating techniques to ensure the customer's requirements were met. Successfully closed deals assuring the customer's satisfaction and understanding of all details of contractual paperwork signed.

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Online Customer Service Representative May 2008 - January 2009 West at Home, Omaha, NE

• Processed customer exchanges, refunds and bill adjustments to correct product or service problems.

• Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.

• Acknowledged and directed customer requests for additional products or services to appropriate licensed representatives.

• Remained current on new marketing campaigns to respond appropriately to marketing related inquiries.

• Collaborated with internal departments to find resolutions and conduct further research on customer account.

• Used various tools and resources to identify trend behaviors to improve individual and team performance.

• Resolved customers' service or billing complaints by exchanging merchandise, refunding money or adjusting bills. Customer Service General Manager February 2006 - March 2008 Clear Breeze Solutions, Atlanta, GA

Directed team of 27 customer service professionals, monitored work quality and motivated their performance to meet strict targets on a daily basis.

Set staff schedules and delegated assignments in anticipation of expected demands according to their skill sets and build their weaknesses into strengths.

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• Managed team's work schedules to complete customer coverage, ensuring CSAT was always first.

• Trained employees by providing performance feedback and coaching in service techniques. Liaised with teams to understand customer service pain points and identify solutions by having regular meetings and keeping good communication a key factor.

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Diploma - C A Johnson High School, Columbia, SC June 1983

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