Customer Service Representative

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

SHEILA ROBERTS-MOUZON

MANNING, SC 29102

803-***-**** *.********@*****.*** WWW: BOLD PROFILE Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Assurant. Skilled in complaint resolution and Microsoft Excel, adept at managing high-stress situations with professionalism. Achieved increased customer loyalty through empathetic service and efficient problem-solving, demonstrating exceptional call center experience and active listening abilities.

• Call center experience • Microsoft Excel

• Complaint resolution • Customer satisfaction measurement Assurant

Customer Service Representative // Florence, SC // July 2013 to July 2020 Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

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• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

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• Responded to customer requests for products, services, and company information. Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

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Developed strong product knowledge to provide informed recommendations based on individual customer needs.

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Live Ops

Customer Service Representative // London, OH // July 2020 to December 2022 Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

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• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

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• Responded to customer requests for products, services, and company information. Conduent Business Services

Customer Service Representative // London, KY // December 2022 to August 2024 Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

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EDUCATION

CERTIFICATIONS

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

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• Responded to customer requests for products, services, and company information. Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

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Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

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Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

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High School Diploma

Vineland Senior High School // 910 S Chestnut Ave Vineland NJ 08360 // June 1984 Certificate of going above and beyond when assisting customers.

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