Data Entry Customer Service
Resume:
C
Candace
Cobb
cobbcandace**@gmail
.com
Benton Harbor, MI
49022
SUMMARY
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
SKILLS
Customer Service Excellence
Multitasking and Prioritization
Upbeat and Positive Personality
Understanding Customer Needs
Building Customer Trust and Loyalty
Courteous with Strong Service Mindset
Responding to Difficult Customers
Data Entry
Efficient and Detail-Oriented
De-escalation Techniques
Calm and Professional Under Pressure
Verbal and Written Communication
Customer Data Confidentiality
Call Documentation
Data Entry and Maintenance
Order and Refund Processing
Upselling Products and Services
EXPERIENCE
Returns Specialist
Benton Harbor, MI
Whirlpool Corp./ May 2010 to Jan 2013
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly. Received return requests 24-7 via fax from Lowes, had to verify if unit was within guidelines for the return if so process return if not then a denial is done and the paperwork has to be updated and faxed back.
Took inbound phone requests for damage returns process the claim if within guidelines if not within guidelines process denial and issue the associate from Lowes the return authorization number if approved or deny request if not approved. National Accounts Specialist
Benton Harbor, MI
Whirlpool Corporation World Headquarters/ Oct 2007 to May 2010 One point of contact for trade partners Menards, Ikea, and Aaron's Rental. Resolved all questions or concerns regarding sales and service in a timely manner. Cultivated strong professional relationships with trade partners Menards, Ikea, and Aaron's rental to drive long-term business development. Traveled twice yearly to Menards for their Trade Shows, I would be responsible for setting up and tear down of the booth/s reserved. I also had 1 day of introducing whatever product I was given.
,
Total Legendary Care Consultant
Benton Harbor, MI
Whirlpool/ May 2005 to Oct 2007
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products. De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Kept customer and system account information accurate and current to support timely resolutions for concerns.
Promptly responded to customer inquiries and resolved complaints to promote loyalty. Maintained high satisfaction score by consistently resolving first-call issues. Delivered customer support to high call load each shift. Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
Educated customers where applicable to alleviate need for future contact. Built sustainable relationships and trust with customer accounts through open and interactive communication.
Followed up on emailed or web-submitted customer inquiries within standard response times.
Recommended potential products or services after analyzing customer needs. Supported customers to maintain positive relationships throughout and following sales processes.
Provided feedback on customer service efficiency to deliver better support options. Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
Promoted product offerings to drive growth and exceed benchmarks. Audited customer account information to identify issues and develop solutions. Processed customer account changes with proprietary software. Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
Documented customer correspondence in CRM to track requests, problems and solutions.
EDUCATION AND TRAINING
Associate Degree in Nursing: Medical Insurance Billing Ultimate Medical Academy - Clearwater Expected in Sep 2024 Clearwater, FL
High School Diploma
Coloma High School Jun 1996
Coloma, MI
Some College (No Degree)
Lake Michigan College
Benton Harbor, MI
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