Customer Service Representative with Conflict Resolution Skills

RT

RYAIRIA THOMAS

*.**********@*****.*** 904-***-**** Jacksonville, FL 32244

Dedicated customer service representative with proven problem-solving and conflict resolution skills. Committed to enhancing customer satisfaction and fostering strong relationships through effective communication and team collaboration.

Customer service

CRM software

Problem solving

Conflict resolution

Customer feedback collection

Order tracking

Team collaboration

Time management

Upselling techniques

Training and mentoring

Effective communication

Relationship building

Process improvement

Sales support

Calm demeanor

Banking operations support

Email management

Key holder experience

Multi-line telephone operations

Service upselling

Staff training

Shipping and receiving

Reading comprehension

Concentrix Jacksonville, 32210

Customer Service Representative

03/2022 - Current

Assisted customers with inquiries through phone and chat platforms. Resolved customer complaints using problem-solving techniques and tools.

Provided product information to help customers make informed decisions. Documented customer interactions in CRM systems for tracking purposes. Collaborated with team members to improve service quality and efficiency. Trained new representatives on company policies and procedures effectively.

Maintained up-to-date knowledge of products and services offered by Concentrix.

Escalated complex issues to senior staff for further resolution and support. Answered customer inquiries and provided accurate information regarding products and services.

Provided excellent customer service to resolve customer complaints in a timely manner.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Developed strong customer relationships to encourage repeat business. Developed strong relationships with customers by providing personalized Summary

Skills

Experience

assistance and support.

Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Maintained detailed records of customer interactions, transactions and comments for future reference.

Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Performed administrative tasks such as filing paperwork, updating databases and generating reports.

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.

Tracked orders from start to finish to ensure timely delivery of goods or services.

Gathered customer feedback through surveys and used the data to improve customer service.

Identified areas of improvement in customer service processes and suggested changes accordingly.

Developed positive relationships with customers through friendly interactions.

Provided exceptional customer service to ensure customer satisfaction. Resolved customer complaints promptly and efficiently. Identified opportunities for upselling additional products or services based on customer needs.

Conducted regular follow-up calls with customers after resolving their issues.

Implemented innovative methods for streamlining the customer service process.

Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Collected deposits or payments and arranged for billing. Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

Adjusted bills and refunded money to resolve customers' service or billing complaints.

Updated databases with new and modified customer data. Promoted available products and services to customers during service, account management and order calls.

Supported sales team members to drive growth and development. Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

Strengthened customer retention by offering discount options. Utilized job-related software to prepare change of address records and issue service discontinuance orders.

Took special orders in person and over telephone, generating additional revenue every month.

Recommended improvements in products, service and billing methods to management to prevent future problems.

Mentored junior team members and managed employee relationships. Provided top quality control and eliminated downtime to maximize revenue.

Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly. Surpassed sales goals through implementation of successful marketing strategies.

Liaised between customers and retail buyers to expedite orders and meet customer demands.

Prepared and evaluated CRM reports to identify problems and areas for improvement.

Excelled in exceeding daily credit card application goals. Prevented key account losses by researching discrepancies and correcting problems.

Led on- and off-site customer support teams across multiple time zones. Contacted customers about potential service upgrades, new services and account changes.

William Raines High School Jacksonville, FL

05/2024

Education and Training

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