Tina Cook
Elkton
Summary
Dynamic Customer Service Representative with a proven track record at Massanutten Resort, adept at resolving conflicts and enhancing customer satisfaction through active listening and critical thinking. Successfully coached new hires, fostering a collaborative team environment while increasing customer loyalty through empathetic service and efficient problem-solving.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Massanutten Resort
07.2003 - Current
- 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
Diploma - Mathematics
Spotswood High School
Penn Laird, VA06.1986
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Massanutten Resort
07.2003 - Current
Diploma - Mathematics
Spotswood High School
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