Janet Serrano
Davenport,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Centene Corporation
01.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Dial America
10.2015 - 08.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
Customer Service Associate
Walmart
01.2010 - 07.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Executes excellent sales floor merchandising and selling.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Resolved concerns with products or services to help with retention and drive sales.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Education
GED -
New Your State Higher Education
New York, NYSkills
- Needs Assessment
- Issue and Complaint Resolution
- Call Documentation
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Interpretation and Translation Services
- Understanding Customer Needs
- Responding to Difficult Customers
- Answering Customer Questions
- Call Transfers
Timeline
Customer Service Representative
Centene Corporation
01.2019 - Current
Customer Service Representative
Dial America
10.2015 - 08.2018
Customer Service Associate
Walmart
01.2010 - 07.2014
GED -
New Your State Higher Education
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