Energetic Customer Service Representative with 10+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.
Jun 2015 – Jan 2022
Customer Service Team Head
Resolve weekly customer inquiries via phone and email, consistently exceeding targets
• Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 6%
• Trained and mentored 4 new employees on conflict resolution
• Proposed more efficient call script to reduce average customer handling time, which was well-
received and implemented by management
• Achieved 97% average customer satisfaction rating to date, surpassing team goal by
Feb 2011 – May 2015
Customer Care Manager
• Made 30+ outbound calls per day to follow up with customers who were overdue in their payments
• Spearheaded customer referral program, increasing customer base by 15% in less than 6 months
• Addressing customer issues and resolving them in a timely and efficient manner.
• Interfacing with customers on a variety of channels such as phone, email and ensure that all valid customer concerns are been dealt with immediately.