Customer Service Representative

JERSEY CITY, US, ***** • **********@*****.*** • 551-***-****

CHRISTSANTHIA HOLMES

Customer Service Representative

PROFESSIONAL SUMMARY

Customer Service Representative with over 13 years of experience enhancing client satisfaction through exceptional communication and problem-solving skills. Demonstrates a visionary approach in streamlining processes and fostering team collaboration to drive service efficiency and customer loyalty. Adept at leveraging administrative support and attention to detail to deliver innovative solutions and improve operational outcomes. EMPLOYMENT HISTORY

CALL CENTER REPRESENTATIVE Oct 2023 - Present

Maximus Remote

CUSTOMER SERVICE REPRESENTATIVE Oct 2020 - 2023

MMC Group Remote

CUSTOMER SERVICE REPRESENTATIVE Sep 2018 - Nov 2020 Willie’s Plastics Jersey City,NJ

POSTAL CLERK Sep 2012 - 2018

USPS Jersey City

Provided exceptional customer service by resolving inquiries promptly, resulting in improved client satisfaction scores. Monitored call metrics to identify trends, implementing targeted training that improved team performance and reduced call handling times.

Delivered exceptional service by actively listening to clients, fostering a supportive environment that elevated team morale and customer satisfaction.

Streamlined call escalation processes, reducing resolution times and enhancing customer retention through effective problem- solving strategies.

Implemented a new feedback system, capturing customer insights that informed service improvements and led to measurable gains in client loyalty.

Assisted customers with inquiries to strengthen relationships Engaged with teams to improve accuracy

Streamlined customer inquiry processes, resulting in faster response times and enhanced satisfaction ratings among clients. Maintained comprehensive records of customer interactions, ensuring adherence to compliance standards and improving service delivery.

Provided empathetic support to customers, reinforcing trust and loyalty through effective communication and problem resolution.

Provided exceptional customer support by actively listening to concerns, fostering trust and ensuring customer satisfaction. Collaborated with team members to streamline support processes, resulting in improved workflow and reduced resolution times.

Educated customers on product features, driving upsell opportunities and contributing to overall revenue growth. Delivered outstanding customer service by actively addressing inquiries, enhancing client trust and ensuring high satisfaction levels.

Fostered a positive team environment by encouraging open communication, which strengthened collaboration and enhanced problem-solving.

Processed high volumes of mail daily, ensuring timely deliveries and enhancing customer satisfaction through efficient service. Coordinated with team members to optimize sorting procedures, leading to noticeable gains in operational efficiency. Managed daily mail processing operations, achieving timely deliveries that significantly improved customer satisfaction ratings.

Streamlined mail sorting processes, resulting in enhanced operational efficiency and reduced processing times for timely deliveries.

Maintained accurate records of mail volumes and delivery schedules, ensuring compliance with postal regulations and timely service.

EDUCATION

DIPLOMA Sep 2005 - Jun 2009

William L Dickinson Jersey City, NJ

SKILLS

Customer Service (Expert), Administrative Support (Expert), Mail Sorting (Expert), Order Processing (Expert), Problem Solving (Expert), Communication Skills, Attention to Detail, Teamwork, Time Management. LANGUAGES

English (Native).

ADDITIONAL INFORMATION

CERTIFICATIONS/LICENSES

Driver's License

ADDITIONAL INFORMATION

• Resolved customer inquiries swiftly, maintaining high satisfaction levels and enhancing communication skills.

• Addressed customer issues promptly, ensuring high satisfaction and thorough product knowledge.

• Delivered exceptional support, resolving queries quickly and maintaining strong satisfaction rates.

• Handled customer inquiries efficiently, achieving high satisfaction and developing product expertise.

• Streamlined customer service processes, reducing average response time and boosting satisfaction rates.

• Implemented new CRM system for improved efficiency.

• Fostered strong relationships with cross-functional teams to resolve complex customer issues.

• Mentored new hires, enhancing overall team performance.

• Spearheaded innovative projects, driving measurable results and fostering team collaboration.

• Implemented creative solutions to complex challenges.

• Streamlined mail processing procedures, enhancing efficiency and reducing delivery times.

• Developed creative solutions for complex logistical challenges.

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