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Click here or scroll down to respond to this candidateCandidate's Name
CONTACTUtica, NY Street Address
Mobile: PHONE NUMBER AVAILABLEEMAIL AVAILABLEWWW: Bold ProfileEDUCATIONBA in Liberal StudiesCollege of St. Joseph, VTBA in Computer InformationTechnology and SecurityElms College, MAJune 2000High School DiplomaRome Catholic, Rome NYCERTIFICATIONSIT Support Certificate, Coursera,07/2023PROFESSIONAL SUMMARYMotivated professional with a diverse background in customer service, retail sales, and merchandising. Strong analytical, solution-oriented, and communication skills. Adaptable and thrives in both individual and team-based situations. Builds strong relationships and provides high-level customer service. Committed to ensuring customer satisfaction by delivering exceptional service and unmatched support. Proficient in utilizing customer service best practices and exploring different solutions to address customer needs effectively. Customer Service Representative with top-notch skills in oral and written communication, active listening, and analytical problem- solving. Employs service-oriented behaviors and understands customer desires to enhance experiences and build loyalty through customized solutions.ACCOMPLISHMENTSGoogle IT support Specialist CertificateSKILLSCustomer ServiceProblem-solving abilitiesActive ListeningCritical ThinkingData EntryProblem ResolutionCall center experienceComputer ProficiencyCustomer RelationsPayment ProcessingComplaint HandlingConflict ResolutionSchedulingCall Center OperationsFollow-up skillsAppointment SchedulingDocumentationData CollectionAdministrative SupportCustomer RelationshipManagement (CRM)De-Escalation TechniquesWORK HISTORYMarch 2022 - October 2022Customer Service Representative, Wipro LTD, Syracuse, NY November 2021 - February 2022Customer Service Representative, PDMI, Youngstown, OH April 2021 - July 2021Customer Service Representative, Maximus, Reston, VA September 2020 - December 2020Customer Service Representative, Metlife, Oriskany, NY June 2016 - November 2019Setting up heart monitorsManaged high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.Utilized customer service software to manage interactions and track customer satisfaction.Streamlined call center processes for improved efficiency and reduced wait times.Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes. Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients. Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.Assisted customers in navigating company website and placing online orders, improving overall user experience.Taking claims and processing claims dental insurance HMO and PPO regulationsCustomer Service Representative, AAA Northeast Services, Westminster, COManaged high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.Tracked customer service cases and updated service software with customer information.Streamlined call center processes for improved efficiency and reduced wait times.Met customer call guidelines for service levels, handle time and productivity.PROFILEOFQUALIFICATIONSConferred with customers by telephone or in person to provide information about products or services.Kept records of customer interactions or transactions, recording details of Checked to ensure that appropriate changes were made to resolve customers' problems.Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.Determined charges for services requested, collect deposits or payments, or arrange for billing.Completed contract forms, prepare change of address records, or issue service discontinuance orders, using computers.Referred unresolved customer grievances to designated departments for further investigation.Resolved customers' service or billing complaints by performing activities such as refunding money, or adjusting billsReviewed insurance policy terms to determine whether a particular loss is covered by insurance.Reviewed claims adjustments with dealers, examining parts claimed to be defective.Compared disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. Obtained and examined all relevant information to assess validity of complaints and to determine possible causes.AFFILIATIONSSociety of Women EngineersInternational Honor Society and Possess Certificate and Long Life Member |
