Gwendolyn Craddieth
Steens
Summary
Dynamic customer service professional with proven expertise at Valor Global, excelling in conflict resolution and active listening. Skilled in data entry and Microsoft Excel, I enhanced customer satisfaction through empathetic communication and efficient problem-solving, contributing to increased loyalty and streamlined operations. Committed to delivering exceptional service and fostering team collaboration.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Valor Global
09.2023 - 11.2024
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Investigated and resolved customer inquiries and complaints quickly.
Service Administrator/Data Entry Clerk
Impression Solutions Inc
02.2006 - 02.2021
- Managed a high volume of service requests, prioritizing tasks to meet deadlines consistently.
- Enhanced customer satisfaction by promptly addressing service inquiries and providing accurate information.
- Facilitated clear communication between clients and technical teams through concise documentation and effective followups.
- Trained new employees on company procedures and software systems, contributing to their rapid integration into the team.
- Improved inventory management through diligent tracking of supplies usage patterns leading to reduced waste and optimized reordering schedules.
- Streamlined service processes for increased efficiency by implementing an improved record-keeping system.
- Tasked with data entry, records oversight, and issue resolution for a team of 7 customer service personnel.
- Coordinated product shipments with the correct freight company.
- Improved team efficiency, training new staff on data entry protocols and software.
- Maintained confidentiality and security of all information, ensuring compliance with data protection regulations.
- Improved data accuracy by meticulously reviewing and updating customer information.
- Supported successful audit processes by providing accurate and timely data reports.
- Increased data retrieval speed by implementing effective file organization systems.
- Streamlined invoice processing, ensuring timely payments and financial record accuracy.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Created spreadsheets for more efficient recordkeeping.
- Updated and maintained customer information, documents, and records.
- Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
Education
Elementary Education
Mississippi State University
Starkville, MSBachelor of Science - Information Technology
University of Phoenix
Tempe, AZ05-2026
High School Diploma -
New Hope High School
Columbus, MS05-1991
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Microsoft Excel
- Payment processing
- Call center operations
- Scheduling
- Follow-up skills
- Paperwork processing
- Order processing
- Microsoft Office Suite
- Microsoft PowerPoint
Timeline
Customer Service Representative
Valor Global
09.2023 - 11.2024
Service Administrator/Data Entry Clerk
Impression Solutions Inc
02.2006 - 02.2021
Elementary Education
Mississippi State University
Bachelor of Science - Information Technology
University of Phoenix
High School Diploma -
New Hope High School
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