IRENE HERNANDEZ
NORWALK
Summary
At Lineage Logistics LLC, as a seasoned Customer Service Representative, I excelled in managing high-stress situations and resolving customer complaints, enhancing loyalty and satisfaction. My expertise in Microsoft Excel and active listening significantly contributed to team success and improved customer retention, showcasing a unique blend of technical and interpersonal skills.
Overview
3
3
years of professional experience
Work History
Customer Service Representative, Senior
Lineage Logistics LLC
12.2021 - 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Education
No Degree - Phlebotomy
College of Southern Nevada
Las Vegas, NV01-2019
Skills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Follow-up skills
- Documentation
- Prioritization
- Building rapport
- Live chat support
- Filing
- Assertiveness
- Recordkeeping strengths
- Office equipment proficiency
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service Representative, Senior
Lineage Logistics LLC
12.2021 - Current
No Degree - Phlebotomy
College of Southern Nevada
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