Customer Service Representative

DJ Deborah Joyner

Waldorf, MD ***** 202-***-**** **********@*****.***

PROFESSIONAL

SUMMARY

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service Representative industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results- oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

SKILLS Outbound and Inbound Calls

Coaching and Mentoring

Microsoft Office

Professional Phone Etiquette

Skill Development

Customer Service and Assistance

Clerical Support

Training Initiatives

Issue Resolution

Volunteer Relations

Customer Data Confidentiality

Reading Comprehension

Team Coaching

Call Volume and Quality Metrics

Understanding Customer Needs

Special Assignments

Staff Monitoring

Administrative and Office Support

Inquiry Requests

Special Requests

Data Entry

Calm and Professional Under

Pressure

Client Relationships

Reminder Calls

Incoming Call Management

Call Forwarding

Job Assignments

Customer Complaint Management

Team Goals

WORK HISTORY CUSTOMER SERVICE REPRESENTATIVE/TEAM LEAD 11/2000 to 08/2021 Office Of Tax And Revenue District Of Columbia 1101 4th Street SW, Washington DC 20024

Handled day-to-day customer contact via phones, faxes, and emails. Resolved escalated customer service inquiries and complaints to maintain satisfaction.

Monitored customer service calls to verify representatives' adherence to service standards and best practices.

Supervised large teams with guidance, support and direction for high-quality customer care.

Coached and mentored service representatives to deliver polite, professional customer interactions.

Built positive rapport and relationships for high levels of customer satisfaction.

Implemented company policies and procedures for professional, cohesive customer care.

Implemented customer service policies and procedures for consistent performance standards.

Onboarded and trained customer representatives to meet performance and service goals.

Assessed customer service data to identify and address improvement opportunities.

Evaluated staff performance and provided feedback to improve customer service delivery.

Increased efficiency and performance by monitoring team member productivity and providing feedback.

Trained new personnel regarding company operations, policies and services.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

EDUCATION Hobbton High School, Newton Grove, NC 05/1979

Contact this candidate