Eugene Smoak
Alexandria
Summary
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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable and dedicated customer service professional with extensive experience in [Type] 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. Skilled Labor Worker with strong track record of success in maintenance, repair and general labor. Multitasks and works well in fast-paced, high-volume environments. Flexible work and shift schedule with expertise operating basic hand and power tools. Excellent work performance in individual and team roles combined with superior attendance record. Experienced General Construction Laborer with [Number] years of experience providing indoor and outdoor construction work. Successful track record for completing multi-phase projects within requested time frame and budget. Skilled Laborer with experience providing excellent service as part of licensed construction team. Familiar with safety regulations and occupational hazards. Safely operates equipment and remains focused on task completion. Focused Construction professional with strong command of industry-specific tools and equipment. Excellent history of supporting commercial and residential builds with zero incident safety record.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative Agent
Cyprus Air Heating & Cooling And Gas Fireplaces
07.2012 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Assisted in developing operational procedures that positively impacted overall customer satisfaction ratings.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Managed timely and effective replacement of damaged or missing products.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
- Responded proactively and positively to rapid change.
- Trained staff on operating procedures and company services.
Education
High School Diploma -
Mount Vernon High School
Alexandria, VA06.2003
Skills
- Customer Focus
- Call center experience
- Building rapport
- Live chat support
- Escalation management
- De-Escalation Techniques
- Call flow maximization
- Complaint Handling
- Payment Processing
- CRM Software
- Assertiveness
- Customer Service
- Data Entry
- Microsoft Outlook
Certification
- Certified Forklift Operator, [Giant Food] - 9/13/2021-10/25/2022
Languages
German
Native or Bilingual
Timeline
Customer Service Representative Agent
Cyprus Air Heating & Cooling And Gas Fireplaces
07.2012 - Current
High School Diploma -
Mount Vernon High School
- Certified Forklift Operator, [Giant Food] - 9/13/2021-10/25/2022
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