Summary
Overview
Work History
Education
Skills
Timeline
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Anne Jeffs

Ballaugh,Isle Of Man

Summary

Dynamic Customer Services Executive with proven success at Contractor Services Limited, enhancing customer satisfaction and retention through exceptional service and relationship building. Skilled in complaint handling and problem-solving, I effectively resolved issues, improved feedback scores, and trained team members, fostering a collaborative environment that prioritized customer needs.

Overview

14
14
years of professional experience

Work History

Customer Services Executive

Contractor Services Limited
12.2010 - Current
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
  • Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
  • Monitored key performance indicators to ensure continuous improvement in service quality.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Collaborated with cross-functional teams to improve overall customer experience within the company.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promptly responded to inquiries and requests from prospective customers.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered prompt service to prioritize customer needs.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Sought ways to improve processes and services provided.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and backed up other customer service managers.
  • Trained staff on operating procedures and company services.
  • Investigated and resolved accounting, service and delivery concerns.

Education

No Degree -

Presentation Convent Warrenmount
Dublin, Ireland
09-1980

Skills

  • Team collaboration
  • Customer engagement
  • Customer relationship management
  • Complaint handling
  • Relationship building
  • Call center experience
  • Team training and development
  • Troubleshooting
  • Customer retention
  • Account management
  • Customer queries
  • Customer service
  • Understanding customer needs
  • Problem-solving abilities
  • Customer relationship management (CRM)
  • Calm and professional under pressure
  • Customer relations
  • Data management
  • Inbound call management
  • Customer account management
  • Customer retention strategies
  • Calm under pressure
  • Conflict mediation
  • Customer data confidentiality
  • Account updates
  • Product education

Timeline

Customer Services Executive

Contractor Services Limited
12.2010 - Current

No Degree -

Presentation Convent Warrenmount

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Anne Jeffs