Elizabeth Stokes
Indianapolis,IN
Summary
Customer Service Coordinator skilled in managing high call volumes and resolving customer inquiries effectively. Recognized for developing empathetic client relationships and exceeding service standards, contributing to enhanced customer satisfaction and streamlined operations.
Overview
9
9
years of professional experience
Work History
Customer Service Coordinator
Aramark Refreshments Services
Indianapolis, IN
04.2024 - Current
- Managed customer inquiries and resolved issues to enhance satisfaction.
- Coordinated communication between clients and service teams for seamless operations.
- Streamlined processes to improve response times and service delivery efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Explained charges, fees, terms of sales, and service agreements to over [30] customers daily.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Worked closely with the marketing department on promotional campaigns.
Customer Care Representative
Leidos - Dba US Dept of Housing
Indianapolis, IN
08.2022 - 10.2024
- Managed high call volume with exceptional professionalism and efficiency.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Customer Service Representative
LabCorp
Indianapolis, IN
01.2021 - 05.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified and resolved discrepancies and errors in customer accounts.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Customer Care Representative
Lowe's Home Improvement
Indianapolis, IN
10.2017 - 11.2020
- The strongest resumes quantify results. Consider adding numbers to your achievements. E.g., 'Managed approximately 30 incoming calls, emails and faxes per day from customers.'Resolved customer inquiries through multiple channels, ensuring timely and accurate information delivery.
- Collaborated with cross-functional teams to enhance service processes and improve customer satisfaction.
- Developed comprehensive knowledge base for common customer issues, reducing response time by streamlining information access.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Logged call information and solutions provided into internal database.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Education
High School Diploma -
Danville High School
Danville, KY05-1999
Skills
- Account management
- Documentation skills
- Customer focus
- CRM software
- Documentation
- Microsoft outlook, word, and Excel
- Administrative support
- Meticulous attention to detail
- Time management
- Customer relations
- Decision-making
- Cross-functional collaboration
- One call resolution
- Conflict resolution techniques
- MS office
- Customer retention
Timeline
Customer Service Coordinator
Aramark Refreshments Services
04.2024 - Current
Customer Care Representative
Leidos - Dba US Dept of Housing
08.2022 - 10.2024
Customer Service Representative
LabCorp
01.2021 - 05.2022
Customer Care Representative
Lowe's Home Improvement
10.2017 - 11.2020
High School Diploma -
Danville High School