Customer Service Representative

Bernadette Collins

***********@*****.*** 863-***-**** Dothan, AL

SUMMARY

Seeking Customer Service Representative role with 23 years of diverse experience in customer-focused roles. Proven track record in client relationship management, conflict resolution, and enhancing customer satisfaction. Skilled in de-escalation, multi-channel communication, and mentoring, with a strong ability to drive customer retention and service adoption.

WORK EXPERIENCE

Beyond Finance Lakeland

Client Su Nov 2023 - Dec 2024

• Delivered personalized financial solutions, enhancing client satisfaction and contributing to improved retention rates.

• Fostered strong client relationships through responsive support and personalized service. Charter Communications Auburndale, FL/Remote

Customer Retention Specialist Aug 2018 - Dec 2023

• Managed inbound calls to mitigate account disconnections by effectively de-escalating conflicts and resolving service and pricing issues.

• Presented product benefits to customers, successfully securing renewals and contributing to the achievement of customer retention goals.

• Mentored new hires to enhance their customer service and data entry skills, thereby supporting overall team development.

Accent Marketing Winter Haven, FL

Customer Service Jan 2013 - May 2018

• Addressed customer inquiries and managed written correspondence to improve client satisfaction.

• Promoted additional services to enhance customer experience and drive service adoption.

• Managed multiple communication channels to ensure timely and effective customer support. Arise Virtual Solutions Remote

Customer Service Rep Nov 2012 - Nov 2012

• Resolved customer inquiries and managed complaints, focusing on achieving one-call resolution to enhance customer loyalty through the provision of alternative solutions.

• Conducted billing transactions and account activations using web-based communication tools, ensuring accurate financial decisions to safeguard revenue.

Blood Bank of Mid-Florida Winter Haven, FL

Phlebotomist Jul 2000 - Oct 2011

• Conducted blood collection and processed whole blood into transfusion components to ensure a safe and efficient blood supply.

• Performed pre-screening lab tests and vital sign checks to verify donor eligibility and maintain donor safety throughout the donation process.

• Managed donor incidents and facilitated clinical training for students and staff, enhancing team preparedness and knowledge.

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