Dynamic Customer Service Specialist with Call Center Expertise

SALLY ANN COSTELLO

Itving, Tx ***** ************@***.***

SUMMARY

Dynamic customer service professional with extensive experience at AAA, excelling in call center operations and relationship building. Proven ability to resolve complex issues swiftly while maintaining confidentiality. Skilled in utilizing CSR systems and fostering strong client connections, driving satisfaction and loyalty through exceptional communication and analytical insights. SKILLS

• CSR systems

• Analytical mindset

• Exceptional communication

• Workflow optimization

• Strong empathy

• Relationship building

• Call center operations

• Customer support services

• Customer service representation

EXPERIENCE

03/2022 - Current Member Service Specialist

AAA - Coppell, Texas

• Assisted members with account inquiries and resolved issues promptly. Provided excellent customer service by addressing member concerns professionally.

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• Maintained confidentiality of sensitive member information at all times. Answered incoming calls from members and handled inquiries professionally.

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Analyzed call volume and average call time to monitor performance and productivity.

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• Answer calls from members that are broke down on the side of the road 09/2017 - 01/2022 Customer Service Representative

Opcompany - Arlington, Texas

Followed up on unresolved cases to keep customers informed of progress towards solution.

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Utilized various software programs such as CRM systems, order management tools, and communication platforms effectively.

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Collaborated with other departments to ensure prompt resolution of customer concerns.

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• Did disputes for members accounts

Escalated issues that could not be resolved independently to supervisors or managers for further assistance.

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• Answered customer inquiries via phone, email, and chat. Processed customer exchanges, refunds and bill adjustments to correct product or service problems.

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Analyzed call volume and average call time to monitor performance and productivity.

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• Answered questions about members accounts. deposits and transactions 01/2013 - 09/2017 Customer Service/ Sales

Berkshire Hathaway - Arlington, Texas

Listened to customer requests and specifications and made suggestions to appropriately fulfill needs.

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• Approached and solved problems with initiative and sound judgment. Planned and executed strategies to increase business and drive profit growth.

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Delivered exceptional customer service to bolster strong relationships and build positive experiences.

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• Sold real estate

• Kept market analysis for future clients and past clients 03/1994 - 03/2013 Customer Service Representative/sales Prudential Sutherland - Arlington, Texas

Delivered fast and friendly service to handle questions and service complaints.

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• Sold real estate

• Customer service to current and future clients

Listened to customer requests and specifications and made suggestions to appropriately fulfill needs.

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05/1975 - 03/1994 Administrative Assistant/Assistant to President Several Companies - Dallas, Texas

• Managed budgets and financial resources to maximize profitability.

• Cultivated relationships with key industry leaders for networking purposes. Established performance metrics for departments and individual employees.

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Fostered positive work environment conducive to employee engagement and productivity.

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• Organized all the sales meetings and national sales meeting EDUCATION AND TRAINING

05/1970 Diploma

Sam Houston High School - Houston, Texas

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