Marcia-Lynn Hart
Calgary,Alberta
Summary
Dynamic customer service expert known for effective problem resolution and active listening. Successfully managed escalated customer issues, turning conflicts into positive experiences. Ready to leverage strong interpersonal skills to enhance team performance and customer loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service
CF Market Mall
Calgary, AB
09.2014 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Trained new team members on best practices for customer service and product knowledge.
- Collaborated with cross-functional teams to streamline processes, improving service delivery times.
- Developed training materials and resources to support ongoing staff development and performance enhancement.
- 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.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Improved resolution time with effective problem-solving for customer complaints.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained exceptional customer service standards throughout every shift.
- Provided exceptional customer service, resolving concerns promptly and professionally.
- Kept accurate records to document customer service actions and discussions.
- Contributed to positive online reviews by consistently delivering exceptional customer service.
- Managed and prioritized customer service requests to achieve prompt resolution.
- Provided exceptional customer service and consistently performed quality services.
- Provided exceptional customer service by addressing client inquiries promptly.
- Provided excellent customer service, addressing any concerns or inquiries promptly.
- Increased customer service success rates by quickly resolving issues.
- Provided exceptional customer service through timely communication and professional interactions.
- Provided exceptional customer service for ideal experiences.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Provided excellent customer service, addressing client concerns promptly and professionally.
- Provided exceptional customer service to internal and external customers.
- Provided excellent customer service, addressing patient concerns promptly and professionally.
- Provided excellent customer service, addressing inquiries and resolving issues efficiently.
- Resolved customer complaints promptly, demonstrating commitment to excellent customer service.
- Exhibited excellent communications and customer service relations skills.
- Upheld high standards for customer service and led by example.
- Increased patron satisfaction by providing exceptional customer service and resource assistance.
- Provided outstanding customer service, addressing concerns promptly and professionally.
- Provided excellent customer service, resolving complaints promptly and professionally.
- Received consistent excellent feedback on work quality and customer service.
- Delivered exceptional customer service, addressing client inquiries promptly and professionally.
- Enhanced visitor experience by providing friendly and informative customer service.
- Delivered exceptional customer service by addressing user inquiries promptly and professionally.
- Provided excellent customer service, addressing guest concerns promptly and professionally.
- Provided excellent customer service by resolving inquiries promptly and professionally.
- Strengthened client relationships through regular communication and excellent customer service.
- Developed a deep understanding of customer service principles and customer service best practices.
- Managed high call volume while maintaining excellent customer service standards.
- Delivered high-quality customer service, resolving issues promptly and professionally.
- Provided direct customer service and support for 280 commercial clients.
- Delivered outstanding customer service by addressing inquiries promptly and courteously.
- Provided excellent customer service, consistently receiving positive feedback from customers.
- Trained new hires on customer service policies and procedures.
Education
Bachelor's of Education - English/Social Studies
University of Lethbridge
Lethbridge05-1988
Master of Arts - Canadian History
University of Alberta
Edmonton05-1988
Bachelor of Arts - Ancient History
University of Lethbridge
Lethbridge05-1984
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Client relations
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Paperwork processing
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Prioritization
- Staff training
- De-escalation techniques
- Clerical support
- Filing
- Dispute resolution
- Multi-line phone talent
- Assertiveness
- Recordkeeping strengths
- Reading comprehension
- Spreadsheets
- Office equipment proficiency
- Staff education and training
- Conflict mediation
- Proofreading
- Document control
- Escalation management
- Information security
- Training development aptitude
- Call triaging
- Report creation
- Record preparation
- Report preparation
- Report generation
Accomplishments
I have dealt with customer service and dispute resolution for over twenty years and have become indispensable at my current position, assisting staff and management with my vast wealth of knowledge and experience.
Languages
English
Native or Bilingual
Timeline
Customer Service
CF Market Mall
09.2014 - Current
Bachelor's of Education - English/Social Studies
University of Lethbridge
Master of Arts - Canadian History
University of Alberta
Bachelor of Arts - Ancient History
University of Lethbridge