Customer Care Service
Resume:
Claude
Smith
Temple Hills, MD *****
**********@*****.***
WWW: Bold Profile
Skills
Resource Allocation
Customer Relations
Emergency Response
Root Cause Analysis
Quality Assurance
Supply Management
Management Collaboration
Machinery Maintenance
Education
Bachelor of Science in Marketing
Management And Research
Liberty University, Lynchburg, VA
High School Diploma
Rock Creek Christian Academy, Upper
Marlboro, MD May 1993
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Work History
Customer Care Escalations Specialist
Colonial Parking, Washington DC January 2023 - Current Senior Customer Care Associate
Colonial Parking, Washington, DC. January 2017 - January 2023 Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Communicated with customers to identify needs and expectations. Responded to customer needs through competent customer service and prompt problem-solving.
Verified accuracy of customer account information and updated when necessary.
Used exceptional communication to connect with customers, assess needs and present solutions.
Took ownership of customers issues to follow problems through to resolution. Directed customers to appropriate departments for additional support. Identified customer issues with products or services, investigated causes and initiated resolutions.
Responded to customer calls and emails to answer questions about products and services.
Kept accurate records to document service actions and discussions. Responded to customer inquiries via phone, email and web-based platforms. Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Responded to customer needs through competent customer service and prompt problem-solving.
Assisted call-in customers with questions and orders. Navigated multiple computer systems and applications to find information. Logged call information and solutions provided into internal database. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Maintained and managed customer files and databases. Resolved concerns with products or services to help with retention and drive sales.
Remote Management Center Associate
Colonial Parking, Washington DC. August 2015 - January 2017 As a Remote Management Center Associate my responsibilities included: Assisting Daily parkers with prices and availability. Refunds & Reimbursements
Communication with Project Managers & Property Management Assisting daily parkers with entry & exit of garage. Claims reports for damaged cars
camera surveillance
Increased customer service success rates by quickly resolving issues. Volunteered to help with special projects of varying degrees of complexity. Followed detailed directions from management to complete daily paperwork and computer data entry.
Completed daily logs for management review.
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