Customer Care Service

TERESA MERTL

Cleveland, GA ***** 706-***-**** ***********@*****.***

In today's customer service oriented society, timely, friendly, proactive service is sought to enhance future business growth. Customer loyalty is always impacted when you employ the right service professional to represent you when assisting your valued customers. My long-term experience in the service industry has taught me how to meet and exceed each customer's expectations with service that sells. I have assisted all types of customers in all types of settings. I realize that acquiring and maintaining loyal repeat business as well as spreading the word of your business through these loyal patrons is of the utmost importance in every company. Positioning a company for better exposure and greater marketability is a task that I have performed with success many times. Extremely dedicated and detail-oriented Customer Care Specialist with a stellar customer satisfaction record. Adept at conducting customer account research to fulfill requests and rectify data entry and billing errors. Flexible scheduling availability to include evenings, weekends and emergency situations.

Superior breadth of customer care experience.

High proficiency with a variety of computer

software and hardware components

Strong organizational and management skills

Excellent interpersonal and communication skills

Outstanding skills in training new customer care

representatives

Results-oriented Sound ability to work effectively in a high-volume ACD environment

Organized

Independent

Disciplined

Flexible

Assertive

Focused

Effective Communication

Personable

Excellent customer service requires effective listening and communication skills. As a company's customer service representative I listen carefully to what the customer needs and ask the appropriate questions to assist the customer efficiently and properly. I believe every call should be taken with a smile on your face and strongly believe in the use of empathy, appreciation and helpfulness on every call. CAREER OVERVIEW

CORE STRENGTHS

ACCOMPLISHMENTS

Independant Customer Care Specialist, 02/2012 to Current Working Solutions Inc.

Arbonne International Century Link

Answering questions about products, such as ingredients and their use. Providing technical support in navigating Arbonne.com.

Signing up new Consultants and walking them through various processes. Handling exchanges, returns, and other issues.

Responding to questions about becoming a Consultant. Clarifying rules and regulations of sales plan.

Taking orders.

AT &T

Maintain up-to-date knowledge about ATT products and services. Respond to customer queries about ATT services, equipment, promotions, roaming and billings. Enhance customer retention and satisfaction by providing outstanding and prompt customer services. Take customer calls and complete service orders.

Understand customer needs and recommend appropriate products and rate plans. Develop innovative ways to sell ATT products and services to customers. Handle customer requests for payments, activations, upgrades and other services. Address and resolve customer concerns promptly.

Handle large volume of customer calls efficiently. Ambit Energy

Take escalated/question calls from Care Agents

Handle emails from Care Agents that are follow-up, research, and other activities to resolve customer issues

Work Care Action Case Queues

Handle incoming mail from customers, bank (lockbox), return mail, incoming faxes/emails Process of rewards and travel vouchers, change of ownerships, manual accounts Inbound/Outbound Escalated Calls Work closely with other departments to help resolve customer issues Responsible for fielding inbound calls from potential and existing customers Selling Century Link products and services on every call Performing credit reviews establishing accounts into billing system Providing customer service and solutions to problems Customer Care Specialist, 03/2009 to 10/2011

Alpine Access

Cigna Dental Insurance

discuss with dental office or patient billing issues and resolutions WORK EXPERIENCE

review insurance guidelines to validate payment of rendered bills Turbo Tax

take over and fix customers issues with Turbo Tax software credit double billed software

walk customer through tax filing issues

Executive Administrator, 04/2004 to 02/2009

All Phase Residential Services – Cleveland, GA

Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software. Answer phone calls and direct calls to appropriate parties or take messages. Conduct research, compile data, and prepare papers for consideration and presentation by executives, committees and boards of directors.

Attend meetings to record minutes.

Greet visitors and determine whether they should be given access to specific individuals. Read and analyze incoming memos, submissions, and reports to determine their significance and plan their distribution.

Perform general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work.

File and retrieve corporate documents, records, and reports. Open, sort, and distribute incoming correspondence, including faxes and email. Make travel arrangements for executives.

Maintain close supervision of daily functions of staff, ensuring productivity and checking quality of output.

Perform job interviews done according to the standards of the institution. Orient, educate and train fresh employees, acquaint them with their specific responsibilities, communicate in clear terms what is expected from them, and introduce them to company's vision and mission statement.

Manage payroll and ensure accurate, timely and efficient distribution of salaries. Provide staff with room for improvement by providing continuous education and giving valuable feedback on their job.

Conduct assessment and evaluation on a continuous basis regarding performance of staff Market and advertise services

Meet with key sources to discuss and implement procurement for the services of the company High School Diploma: General, 1979

EDUCATIONAL BACKGROUND

Luther Preprtory - Orlando, FL

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