Customer Service Representative

FSummary

Dedicated Customer service talented at processing high volumes of error-free transactions and meeting departmental goals. Offers 20+ years of experience in customer service, retention and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Skills

Management and leadership skills

Sales experience

Customer Service skills

Team building

Team development skills

Microsoft Office Expertise

Proficient in Spectrum Software (I.E. Agent OS et)c.

Problem-solving abilities

Experience

Store Specialist 10/11/2021 - Present Charter Spectrum, Chesterfield, Mo

` Floor sales

` Reviewing accounts

` Operations

` Examined customer accounts and sold products to meet the needs of the customer.

` Retained customers by showing value to adding services to the customer account.

` Helped customers with issues with mobile phone repairs or issues with billing.

` Sold Spectrum products like Tv, Internet, Home Phone, and Mobile phone services, and helped set

up services.

` Provided Spectrum equipment to meet customer’s needs.

` Helped with operational tasks such as inventory, processing give backs and trade ins, and organizing equip as they came into the store.

` Participated in the STEP Program for career development

` Qualified for the Spectrum Elite Sales Club for 2022

CUSTOMER SERVICE REPRESENTATIVE 04/2019 - 08/2021 Jerry Kelly Heating and A/C – St. Peters, Missouri

` Data evaluation

` Inbound and Outbound Calling Retail sales

` Fielded customer complaints and queries, fast-tracking them for problem resolution.

` Assisted customers in making payments on accounts and setting up payment plans.

` Documented conversations with customers to track requests, problems and solutions.

` Delivered service and support to each customer, paving way for future business opportunities. Upheld strict quality control policies and procedures during customer interactions.

` Asked probing questions to determine service needs and accurately input information into electronic systems. ` ` Informed customers about billing procedures, processed payments and provided payment option setup assistance. Escalated customer concerns, store issues and inventory requirements to supervisors.

` Made outbound calls to obtain account information.

` Secured client retention by driving service and product benefits, features and recommendations around clients' needs.

` De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

` Educated customers on special pricing opportunities and company offerings

STORE MANAGER 04/2015 - 06/2019 Sprint - St. Louis, Missouri

` Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage. Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.

` Managed inventory tracking and physical inventory counts to minimize loss.

` Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties. Generated repeat business by responding to customer concerns with friendly and knowledgeable service. Oversaw inventory management through cycle counts, audits and shrinkage control.

` Resolved customer problems by investigating issues, answering questions and building rapport. Strengthened work flow productivity by hiring, managing and developing top talent.

` Exceeded team goals and resolved issues by sharing and implementing customer service initiatives. Prioritized sanitation, safety and health standards in work areas to meet OSHA requirements. Improved store status by implementing process improvements and identifying performance gaps for corrective action.

` Oversaw all store operations while generating &200,000 in monthly sales.

` Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications. ` `Boosted sales by 200% by cultivating customer rapport and delivering superior customer service

` Qualified for the Sprint Pinacle Sales Club

Education and Training

School of The Osage High School - Osage Beach, Mo 05/2000 High School Diploma

US Navy 01/2005 – 01/2014 MasteratArms

` Leadership training

Spectrum STEP Program 2/2023 - 8/2023

` Management and Operations training

Contact this candidate