Customer Service Representative
Resume:
Neosha Vickers
Columbus, GA *****
********@*****.***
Professional Summary
Versatile Customer service representative with 3 years of experience in the energy and telecommunications sectors, specializing in resolving complex customer inquiries and enhancing satisfaction. Proven track record of exceeding performance metrics and training new hires. Skilled in upselling and maintaining professionalism in high-pressure situations, consistently recognized as a top performer. Committed to delivering exceptional service and fostering customer loyalty in remote settings.
Work Experience
Remote Customer Experience Representative
SUPERIOR CONTACT-Marquette, MI
January 2025 to Present
Assist customers with gas/energy issues like leaks or outages. Also issue contracts for HVAC and Water Heater coverage as well as Whole House Policies on all appliances. Schedule service appointments when customers experience issues with their HVAC units and water heaters, as well as plumbing and electrical issues. Take payments and assist customers with problems or questions about their account or contracts Call Center Representative (Remote)
Afni Riverside-Columbus, GA
January 2023 to April 2024
Customer Service Representative for Verizon
• Provided exceptional customer service to a diverse client base, consistently exceeding customer satisfaction goals
• Resolved complex customer inquiries and complaints in a timely and efficient manner, ensuring high levels of customer retention
• Managed a high volume of incoming calls and emails, maintaining an average response time of XX minutes
• Developed extensive product knowledge to effectively address customer questions and provide accurate information
• Collaborated with cross-functional teams to resolve escalated issues, ensuring prompt resolution and minimizing customer dissatisfaction
• Identified opportunities for upselling and cross-selling products or services based on individual customer needs
• Participated in regular training sessions to stay updated on product features, industry trends, and best practices for delivering exceptional service
• Maintained composure during challenging situations or difficult customers, utilizing effective de- escalation techniques to achieve satisfactory resolutions
• Recognized as top performer within the department for consistently meeting or exceeding key performance indicators (KPIs)
• Assisted in training new hires on company policies/procedures as well as providing ongoing coaching/ mentoring support
• Proactively followed up with customers after issue resolution to ensure satisfaction and prevent further problems
• Maintained a high level of professionalism and empathy when dealing with upset or dissatisfied customers
• Demonstrated strong problem-solving skills by effectively identifying root causes of customer issues and implementing appropriate solutions
Education
Cosmetology
Columbus Technical College-Columbus, GA
January 2016 to June 2019
Skills
• Office experience
• Data Entry
• Computer Skills
• Administrative experience
• Training & development
• English
• Microsoft Office
• Microsoft Excel
• Upselling
• Phone Etiquette
• Sales
• Customer service
• Accounting
• Communication Skills
• Typing
• QuickBooks
• VoIP
• Databases
Contact this candidate