Lotanae Macon
Stockbridge
Summary
Dynamic Customer Service Representative with proven success at Work Where You Sleep, excelling in problem resolution and active listening. Achieved first-call resolution targets while managing high-volume inquiries, enhancing customer satisfaction. Proficient in CRM software, effectively addressing account discrepancies and fostering strong customer relations. Committed to delivering exceptional service and support.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Work Where You Sleep
01.2011 - Current
- Managed high-volume inbound calls, ensuring exceptional customer service and satisfaction.
- Resolved customer inquiries efficiently, utilizing CRM systems for accurate tracking and follow-up.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
Education
Nursing
Manatee Community College
Bradenton, FL01-2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Problem resolution
- Customer relations
Timeline
Customer Service Representative
Work Where You Sleep
01.2011 - Current
Nursing
Manatee Community College
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