Diffuse and resolve various volatile customer situations while maintaining the balance between the interests of the company and customer satisfaction
Make service changes, recommend service options, and schedule installations for phone, television cable, and internet lines
Provide detailed and accurate accounts of customer calls for prevention of future audit issues
Resolve an average of 250 inquiries in any given week, dealing with all types of inquiries including technical issues, billing issues, installation schedules, product information queries, and numerous other matters
Meet performance targets in all areas such as speed, accuracy, volume, customer satisfaction, and issue resolution
Upsell company products and services to customers and meet target sale conversions
Route Xfinity Home queries to designated department for proper resolution of service and equipment issues
Feb 2013Oct 2014
Retention Agent (Loyalty)
Retained consumer memberships through utilization of sales tools and techniques.
Logged all calls into membership computer system.
Addressed consumer needs and outlined how continued membership will fulfill those needs.
Adhered to previously approved script during calls.
Provided superb customer service courteously and efficiently.
Responded immediately and accurately to all billing dispute inquiries.
Processed new service, saved account and rescheduling orders.
Explained new services and products to existing customers.
Tabulated and reported on retention effort outcomes.
Jan 2011Feb 2013
Chachi Auto Body
Answered, screened and directed inbound phone calls.
Received and assisted clients and escorted them to correct destinations; offices, rooms or meeting rooms.
Performed general secretarial duties, including – meeting scheduling, appointment set up, faxing and mailing.
Took verbal and written messages and transmitted them to exact person/destination.
Received and sorted email and electronic deliveries.
Maintained meeting diary – manually or electronically, as required.
Accepted letters and packages delivered to the front desk and distributed to appropriate staff.
Handled general requests for information and data.
Interacted well with the public.
Handled delicate situations, such as – customer requests, special needs and complaints.
Performed basic customer service functions.
Coordinated maintenance of the front desk reception area equipment, furniture, lighting, applications and brochures.
Maintained a neat, tidy and pleasant appearance of the reception area.