Diana Linkous
Baltimore
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction and streamlining service operations at State Farm. Skilled in CRM software and de-escalation techniques, adept at resolving complex issues, boosting client retention by 20%. Demonstrates exceptional problem-solving abilities and a professional telephone demeanor, ensuring positive customer relations and efficient service delivery. 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
7
7
years of professional experience
Work History
Customer Service Representative Agent
State Farm
10.2005 - 07.2010
- Offered advice and assistance to customers, paying attention to special needs or wants.
- 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.
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
CSR-1
Provident Bank
05.2003 - 10.2005
- Answered constant flow of customer calls with minimal wait times.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and backed up other customer service managers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
Sparrows Point High School
Sparrows Point, MD06.1993
Skills
- De-Escalation Techniques
- CRM Software
- Building rapport
- Call center experience
- Complaint Handling
- Payment Processing
- Complaint resolution
- Appointment Scheduling
- Money handling abilities
- Follow-up skills
- Computer Proficiency
- Multi-line phone talent
- Conflict Resolution
- Microsoft Outlook
- Product and service solutions
- Critical Thinking
- Quality Assurance Controls
- Active Listening
- Product Sales
- Filing
- Problem-solving abilities
- Problem Resolution
- Recordkeeping strengths
- Customer Relations
- Professional telephone demeanor
Timeline
Customer Service Representative Agent
State Farm
10.2005 - 07.2010
CSR-1
Provident Bank
05.2003 - 10.2005
High School Diploma -
Sparrows Point High School
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