Customer Service Specialist
Resume:
Terri Fobbs
Houston, TX *****
**********@*****.***
Professional Summary
Skilled Customer Service Specialist with 15+ years of experience in high-volume call center environments, adept at resolving complex customer issues to execute satisfaction. Proven track record in managing escalated situations with professionalism and empathy, consistently meeting performance metrics. Strong and effective listening and communication skills to enhance customer interactions and support brand loyalty. Seeking to leverage extensive experience to contribute to a dynamic customer service team.
Authorized to work in the US for any employer
Work Experience
Stay at home mom/homemaker/caregiver
Home Care-Houston, TX
July 2022 to February 2025
• Maintained a clean and organized living environment for my Parents, both contacted Covid, and needed assistance day to day by performing light housekeeping duties
• Assisted with daily activities such as bathing, dressing, grooming, and medication management
• Provided compassionate care and support to my parents by ensuring their safety, comfort, well-being and cooking.
Customer Service Specialist
BC Forward Staffing-Houston, TX
August 2018 to January 2021
• Provided exceptional customer service by promptly coordinating inquiries from clients, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Built rapport with customers through active listening, empathy, and personalized interactions
• Managed detailed records of all customer interactions in CRM system for future reference and analysis
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
Call Center Customer Service Representative
Cintas Corporation-Houston, TX
June 2009 to May 2018
• Handled a high volume of inbound customer calls, averaging 90 calls per day
• Provided exceptional customer service by addressing inquiries, resolving complaints, and offering product information.
• Utilized CRM software to accurately document customer interactions and update account information
• Implemented proactive measures such as follow-up calls or emails to maintain customer satisfaction after issue resolution
Business Development Representative
Talisman Suzuki-Houston, TX
November 2006 to May 2009
• Built and maintained a robust pipeline of qualified leads every month with getting awards for having the most clients to visit the dealership's showroom and potentially purchase a vehicle
• Delivered persuasive presentations and product demonstrations to potential clients, effectively communicating the value proposition of our offerings
• Collaborated with customer success team to secure smooth handoff of new accounts, facilitating a positive onboarding experience for clients
Customer Service Representative
U-Haul Moving & Storage-Houston, TX
August 2004 to December 2006
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and securing customer satisfaction
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information. Assisted customers and taking reservations in a timely manner, informed them on the rental prices and process on renting equipment, trucks and storage
• Upsold additional products or services to customers based on their needs and preferences Education
Trade School in Computer Applications
Workforce Advantage Academy Charter-Houston, TX
July 1982 to July 1983
Skills
• Data entry (10+ years)
• 10 line Avaya phone system (2 years)
• Communication and Organization skills (10+ years)
• Microsoft Office (10+ years)
• Phone etiquette (10+ years)
Contact this candidate