Customer Service Associate

Carlie C's Jan **** - Mar ****

Carlie C's Feb ***0 - Dec 2013

Racheal Smith (She/her)

Customer Service Professional De-escalation Techniques Problem Solving and Conflict Resolution

910-***-**** • *******.*.*******@*****.*** • Dunn, North Carolina, 28334 SUMMARY

From my early days as a Customer Service Associate at Carlie C's, I discovered a passion for helping people and solving problems. One memorable moment was when I managed to turn around a particularly challenging customer complaint, which not only resolved the issue but also earned me a commendation for exceptional service. This experience solidified my belief in the power of empathy and effective communication in customer service. My journey has been marked by a commitment to excellence and a knack for quickly adapting to new technologies and processes. Over the years, I've honed my skills in de-escalation techniques, process improvement, and multitasking in high-volume environments. My meticulous and dependable nature has consistently driven me to exceed performance targets and achieve high customer satisfaction ratings. Currently, I thrive on building relationships and collaborating with teams to enhance the overall customer experience. My strategic and focused approach ensures that I can handle complex issues efficiently, always aiming for the best possible outcome for the customer. Looking ahead, I'm excited to continue leveraging my skills and experiences to make a meaningful impact in the world of customer service. Let's connect and explore how we can create exceptional customer experiences together.

KEY ACHIEVEMENTS

Customer Satisfaction Enhancement: At Carlie C's, improved customer satisfaction by 20% through meticulous training of associates, resulting in a significant decrease in complaints. Efficient Issue Resolution: Successfully resolved nearly 500 inquiries weekly at Carlie C's by applying a methodical and focused approach, leading to a 98% customer satisfaction rating. Process Improvement: Enhanced customer service processes at Carlie C's by continuously seeking opportunities for improvement, leading to a 40% reduction in repeat inquiries. EXPERIENCE

Customer Service Associate

Full-Time

Maintained in-depth product knowledge to educate customers, field inquiries, and assist quickly. Demonstrated excellent communication and problem-solving skills, achieving a 98% satisfaction rating. Built relationships with customers, using de-escalation techniques to resolve issues calmly. Successfully resolved nearly 500 inquiries weekly, managing returns and complaints efficiently. Continuously sought process improvements, reducing repeat inquiries by 40%.

Customer Service Associate

Full-Time

Communicated with diverse teams and clients, building rapport and achieving customer satisfaction metrics. Delivered exceptional service by promptly addressing inquiries and resolving issues professionally. Managed and resolved over 30 escalated customer complaints daily, including processing returns and identifying solutions. Trained associates, resulting in a 20% decrease in complaints. Utilized product knowledge to guide customers in making informed decisions, achieving a 95% satisfaction rating.

SKILLS

Central Carolina Community College, 2011

Scientifically validated by Trudy

Adaptability to New Technologies Attention to Detail Analytical Thinking and Strategic Prioritization Customer Satisfaction Exceptional Customer Service High-Volume Environments Process Improvement Product Knowledge Relationship Building and Team Collaboration Quick Learning and Active Listening Adaptability and Resourcefulness Multitasking and Time Management Communication (Verbal and Non-Verbal) De-escalation Techniques Problem Solving and Conflict Resolution PERSONALITY STRENGTHS

Conventional

Adheres to established processes and

methods

Planful

Structured, meticulous, and

achievement-oriented

Collaborative

Relationship builder, assertive and

equipped to lead

Accommodating

Diplomatic and accepting of others’

needs

Composed

Remains calm under pressure

EDUCATION

General Equivalency Diploma.

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