HEATHER PHILLIPS
Markle
Summary
Dynamic Customer Service Representative with a proven track record at REV Group Inc., excelling in problem resolution and relationship building. Recognized for consistently exceeding performance metrics, I leverage critical thinking and strong product knowledge to enhance customer satisfaction and loyalty. Adept at managing high-stress situations while mentoring junior staff for professional growth.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
REV Group Inc.
12.2014 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Managed customer accounts, ensuring accurate information and timely responses to requests.
- Collaborated with cross-functional teams to enhance service delivery processes and improve customer satisfaction.
- Trained new representatives on company policies, procedures, and customer service best practices.
- Monitored service metrics to identify trends and implement improvements in response times and resolutions.
- Led initiatives aimed at streamlining workflow processes, resulting in enhanced operational efficiency.
- Mentored junior staff, fostering professional growth and encouraging adherence to quality standards in service delivery.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Associate of Science - Criminal Justice
SchoolCraft Community
Livonia, MI01-2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Call center operations
- Order processing
- Customer relationship management (CRM)
- Dispute resolution
- Account management
Timeline
Customer Service Representative
REV Group Inc.
12.2014 - Current
Associate of Science - Criminal Justice
SchoolCraft Community