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Click here or scroll down to respond to this candidateCandidate's Name
Youngstown, OHProfessional Summary:Arlynda has 3 years of experience in customer service, proficiently handling inbound and outbound customer calls, emails, and live chats to provide timely and accurate information about products and services. She resolves customer complaints and issues promptly by identifying problems and delivering effective solutions, ensuring high customer satisfaction and loyalty. Arlynda maintains a thorough understanding of company products, services, and policies to effectively assist and educate customers. Utilizing her strong verbal and written communication skills, she interacts professionally and empathetically with customers. She accurately logs and documents customer interactions, transactions, comments, and complaints in the CRM system for future reference. Arlynda works collaboratively with team members and other departments to address customer concerns and improve service delivery. She gathers and analyzes customer feedback to identify areas for improvement and relay insights to relevant departments for process enhancement. Additionally, she identifies opportunities to upsell or cross-sell additional products and services to customers, contributing to increased revenue. Arlynda assists in training new customer service representatives by sharing knowledge and best practices to ensure consistency in service quality. She consistently meets or exceeds performance metrics, including response time, resolution time, and customer satisfaction scores, and call quality standards.Education:High school Parker High School 2004 MayProfessional Experience:MAI Voice AUG 2023 --MARCH 2024Customer Service RepresentativeEfficiently handle inbound and outbound customer calls, emails, and live chats to provide timely and accurate information regarding products and services.Resolve customer complaints and issues promptly by identifying problems and providing effective solutions, ensuring high customer satisfaction and loyalty.Maintain a thorough understanding of company products, services, and policies to effectively assist and educate customers.Utilize strong verbal and written communication skills to interact professionally and empathetically with customers.Accurately log and document customer interactions, transactions, comments, and complaints in the CRM system for future reference.Work collaboratively with team members and other departments to address customer concerns and improve service delivery.Gather and analyze customer feedback to identify areas for improvement and relay insights to relevant departments for process enhancement.Identify opportunities to upsell or cross-sell additional products and services to customers, contributing to increased revenue.Assist in training new customer service representatives by sharing knowledge and best practices to ensure consistency in service quality.Meet or exceed performance metrics, including response time, resolution time, customer satisfaction scores, and call quality standards.Delta Dental NOV 2022 JULY 2023Customer Service RepresentativeGuided new customers through the onboarding process, ensuring they understood how to use products and services effectively, which led to a smoother user experience and higher initial satisfaction rates.Managed escalated customer cases, working with higher-level support and management to resolve complex issues, ensuring customer concerns were addressed promptly and effectively.Conducted proactive outreach to customers to inform them of product updates, maintenance schedules, and other relevant information, helping to prevent issues before they arose.Administered customer satisfaction surveys, analyzed results, and provided actionable insights to management to drive continuous improvement in customer service.Assisted customers with billing inquiries, payment processing, and account management, ensuring accuracy and resolving discrepancies efficiently.Created and maintained a comprehensive knowledge base and FAQs to empower customers with self-service options and reduce the volume of incoming support requests.Provided customer service across multiple channels, including phone, email, live chat, and social media, ensuring a consistent and seamless experience regardless of the platform.Managed time effectively to balance high call volumes and customer inquiries while maintaining quality and attention to detail in each interaction.Established and maintained feedback loops with customers to gather insights on their experiences, which helped in refining service strategies and improving overall satisfaction.Monitored and adhered to Service Level Agreements (SLAs) to ensure timely resolution of customer issues, consistently meeting or exceeding service expectations. Employment GAP Contract ended and was actively looking for the job The Connection Call Center NOV 2021- AUG 2022Customer Service RepresentativeHandled a high volume of customer inquiries via phone, email, and live chat, providing timely and accurate information to ensure high levels of customer satisfaction.Proactively identified, researched, and resolved customer issues, using critical thinking and troubleshooting skills to provide effective solutions and enhance the customer experience.Collected and analyzed customer feedback to identify trends and areas for improvement, contributing to the development of service enhancements and process improvements.Provided technical support and guidance to customers, assisting with product setup, troubleshooting, and usage to ensure optimal performance and user satisfaction.Managed escalated customer issues with empathy and professionalism, coordinating with internal teams to resolve complex problems efficiently and effectively.Maintained detailed and accurate records of customer interactions, issues, and resolutions in the CRM system, generating reports to track performance and identify improvement opportunities.Trained and mentored new customer service representatives, sharing best practices and ensuring consistent and high-quality service delivery across the team.Conducted customer education sessions, webinars, and product demonstrations to enhance customer understanding and usage of products and services.Consistently met or exceeded performance targets, including customer satisfaction scores, response times, and resolution rates, contributing to overall team success.Collaborated with cross-functional teams, including sales, marketing, and product development, to ensure a cohesive approach to customer service and support initiatives. |
