Zachery Durley
Hampton
Summary
Dynamic Customer Service Representative with a proven track record at Foundever, excelling in conflict resolution and building rapport. Skilled in active listening and proficient in Microsoft Office Suite, I enhanced customer satisfaction and loyalty through empathetic complaint handling and effective problem resolution, contributing to a positive service experience.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Foundever
08.2019 - 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.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Information Technology - Network Support
New Brunswick Community College
Saint John, NB06.2019
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Microsoft outlook
- Microsoft Office Suite
- Microsoft PowerPoint
- De-escalation techniques
- Building rapport
- Technical support
Languages
English
Full Professional
French
Limited Working
Timeline
Customer Service Representative
Foundever
08.2019 - Current
Information Technology - Network Support
New Brunswick Community College
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