Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Margaret Beer

Midland,WA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Baby Bunting
Midland, WA
06.2016 - Current
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Recommended products to customers, thoroughly explaining details.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with minimal wait times.
  • Provided information regarding charge accounts and loyalty programs.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Responded to customer requests for products, services and company information.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Cross-trained and provided back up for customer service managers.
  • Managed timely and effective replacement of damaged or missing products.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Answered average of 17 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Maintained up-to-date knowledge of product and service changes.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Processed an average of ten invoices each weeks and mailed documentation to clients.

Customer Service Representative

Iinet
Subiaco, WA
02.2014 - 04.2015
  • Provided primary customer support to internal and external customers.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Recommended products to customers, thoroughly explaining details.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with minimal wait times.
  • Provided information regarding charge accounts and loyalty programs.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Effectively communicated with customers about account changes, new products or services and potential internet plan upgrades.
  • Resolved internet connection issues over phone with 50 customers daily.
  • Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Effective liaison between customers and internal departments.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

No Degree - Pathology Collection

North Metropolitan TAFE
East Perth, WA

High School Diploma -

La Salle College
Middle Swan, WA
12.2005

Skills

  • Customer Data Confidentiality
  • Issue and Complaint Resolution
  • Verbal and Written Communication
  • De-escalation Techniques
  • Customer Account Management
  • Courteous with Strong Service Mindset
  • Data Entry and Maintenance
  • Order and Refund Processing
  • Responding to Difficult Customers
  • Building Customer Trust and Loyalty
  • Calm and Professional Under Pressure
  • Complex Product Knowledge

Timeline

Customer Service Representative

Baby Bunting
06.2016 - Current

Customer Service Representative

Iinet
02.2014 - 04.2015

No Degree - Pathology Collection

North Metropolitan TAFE

High School Diploma -

La Salle College

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Margaret Beer