Customer Service Specialist

Jessica Crowe

828-***-**** *************@*****.*** Lenoir, NC 28645

SUMMARY

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.

SKILLS

Report creation

Credit card payment processing

Report generation

High-energy attitude

Inbound and Outbound Calling

[Industry] regulations knowledge

Sales expertise

Call Center Operations

Customer relations

Problem-solving abilities

Shipping and receiving understanding

Business development understanding

Data evaluation

Retail sales customer service

EXPERIENCE

Customer Service Representative, Textplus, March 2009-December 2019 Lenoir, NC

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Upheld quality control policies and procedures to increase customer satisfaction. Fielded customer complaints and queries, fast-tracking them for problem resolution. Assisted customers with making payments or establishing payment plans to bring accounts current.

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Educated customers on special pricing opportunities and company offerings. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Consulted with customers to resolve service and billing issues. Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Made outbound calls to obtain account information. Explained benefits, features and recommendations to maximize client retention. Answered inbound calls, chats and emails to facilitate customer service. Set up and activated customer accounts.

Improved customer service wait times to mitigate complaints. Relayed customer feedback to cross-functional teams to improve products and services. Mentored new employees on procedures and policies to maximize team performance. Trained new hires on products and services, best practices and protocols to reduce process gaps.

Liaised cross-functionally to develop operational improvement initiatives. Rolled out operational improvements and solutions to deliver top-notch customer service. EDUCATION AND TRAINING

High School Diploma

East Burke High School, Connelly Springs NC May 2007

Contact this candidate