SENIOR CUSTOMER SERVICE REPRESENTATIVE - AXIOS CLINICAL SOLUTIONS
(2023-10)
- Managed high-volume customer inquiries, ensuring timely and accurate responses to both domestic and international clients.
- Handled comprehensive inbound and outbound call flows to efficiently schedule, reschedule or cancel clients appointments based on real-time availability.
- Analyzed customer feedback to identify service improvement areas, leading to an increase in overall customer satisfaction.
- Conducted weekly team meetings to address challenges, share best practices, and foster open communication.
- Utilized advanced problem-solving skills to handle escalated customer complaints, achieving a high-resolution rate
- Received accolades and recognition from customers and supervisors for consistently delivering outstanding customer service and exceeding performance expectations.
- Maintained a calm, courteous, and professional demeanor while successfully de-escalating conflicts and managing moments of customer dissatisfaction.
CUSTOMER SERVICE REPRESENTATIVE - EXCEL SOLUTIONS
(2021-08 - 2023-09)
- Delivered timely, accurate, and professional customer service to all incoming inquiries, maintaining a 98% resolution rate.
- Responded to customer inquiries related to account balances, transaction details, and general procedures.
- Ensured all customer data and interactions are recorded accurately in the Customer Relationship Management (CRM) system.
- Attended regular training sessions to stay updated on products, services, and standard operating procedures.
- Managed a high volume of over 150+ daily inbound/outbound customer interactions, covering new customer sign-ups, data retrieval, product presentations, and service cancellations
CALL CENTER AGENT - OAKVIEW CAPITAL LLC
(2018-06 - 2021-07)
- Served as the primary point of contact for customers, delivering exceptional service and support through various communication channels, including phone, email, live chat, and social media platforms.
- Responded promptly and courteously to customer inquiries, complaints, and requests, consistently providing accurate and relevant information to address their needs effectively.
- Demonstrated a deep understanding of our products, services, and company policies, enabling the ability to confidently assist customers and answer their questions.
- Proactively identified and resolved customer issues, leveraging strong problem-solving skills to ensure swift resolution and maintain high levels of customer satisfaction.
- Maintained meticulous records of customer interactions, transactions, comments, and complaints in the appropriate systems, ensuring accuracy and accessibility for future reference.
