Customer Service Professional with Loyalty Focus

LW Lisa Williamson

Hallandale, FL ****** 305-***-****

*************@*****.***

SKILLS Upselling Products and Services

Customer Data Confidentiality

Calm and Professional Under

Pressure

Issue and Complaint Resolution

Customer Account Management

Call Documentation

Courteous with Strong Service

Mindset

Understanding Customer Needs

Building Customer Trust and

Loyalty

Order and Refund Processing

Upbeat and Positive Personality

Data Entry and Maintenance

POS Systems and Ordering

Platforms

Efficient and Detail-Oriented

Inbound and Outbound Calling

Auto Dialers

Responding to Difficult Customers

Telephone Management

Document Conversion

Answering Customer Questions

Information Inputting

Credit Card Payment Processing

Customer Inquiry Response

Inquiry Requests

Customer Service and Assistance

Generating Receipts

Answering Emails

Patient and Empathetic

WORK HISTORY CUSTOMER SERVICE REPRESENTATIVE 04/2015 to 03/2022 DunRite Heating And Cooling Plymouth, MI

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

Responded to customer requests for products, services and company information.

Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Cultivated customer loyalty, promoted repeat business and improved sales.

Investigated and resolved customer inquiries and complaints quickly. Exhibited high energy and professionalism when dealing with clients and staff.

Delivered prompt service to prioritize customer needs. Maintained up-to-date knowledge of product and service changes. CEO 02/2009 to 08/2020

Fashionable Monkeys Hallandale, FL

Built productive relationships with industry partners and competitors to support strategic business objectives.

Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.

Developed key operational initiatives to drive and maintain substantial business growth.

Reviewed individual department performance and worked with leadership to improve processes, procedures and practices.

Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth. Prepared organization for forecasted demand levels through effective operational planning.

INSURANCE AGENT 04/2018 to 04/2020

Aflac Hallandale, FL

Maintained high standards of customer service by building relationships with clients.

Responded to customer calls swiftly to resolve issues and answer questions.

Determined client needs and financial situations by listening and scheduling fact-finding appointments.

Approached potential clients by using direct marketing mailings and phone contacts.

Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.

Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.

Built relationships with clients using active listening and issue resolution to provide excellent service.

Obtained underwriting approval by completing application for coverage. Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance. Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.

Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.

Met with customers to provide information about available products and policies.

Finalized sales and collected necessary deposits.

Calculated premiums and established payment methods for sales. CUSTOMER SERVICE REPRESENTATIVE 05/2007 to 09/2008 Labor Ready Staffing Pompano Beach, FL

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

Responded to customer requests for products, services and company information.

Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

EDUCATION GED 02/1991

Belleville High School, Belleville, MI

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