Hannah Robinson
Burlington
Summary
Dynamic customer service professional with extensive experience at Terminix, excelling in conflict resolution and active listening. Proven track record of enhancing customer satisfaction and loyalty through empathetic problem-solving. Skilled in data entry and team development, consistently delivering exceptional service and training new hires to uphold high standards.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Terminix
09.2020 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Customer Care Representative
Courtyard by Marriott
12.2016 - 09.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
Customer Service Cashier
Wendys Restaurant
08.2015 - 11.2015
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
Education
Bachelor - Hospitality And Tourism Management
Western Carolina University
Cullowhee, NC12.2016
Hayesville High School
Hayesville, NC05.2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Conflict resolution
- Payment processing
- Customer satisfaction measurement
- Scheduling
- Follow-up skills
- Product knowledge
- Team development
- Administrative support
- Prioritization
- Staff training
- De-escalation techniques
- Live chat support
- Customer education
- Product sales
- Sales expertise
Timeline
Customer Service Representative
Terminix
09.2020 - Current
Customer Care Representative
Courtyard by Marriott
12.2016 - 09.2020
Customer Service Cashier
Wendys Restaurant
08.2015 - 11.2015
Bachelor - Hospitality And Tourism Management
Western Carolina University
Hayesville High School
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