Skylar Wierman
Russellville
Summary
Accomplished Customer Service Representative with a proven track record at Verizon Wireless, adept in conflict resolution and customer satisfaction enhancement. Excelled in active listening and critical thinking, boosting loyalty and sales. Recognized for transforming challenges into positive outcomes, achieving top performance metrics, and mentoring new hires for seamless team integration.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
02.2022 - 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.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Teletech at Home
01.2021 - 01.2022
- Addressed patient concerns and resolved issues in a timely manner.
- Educated patients on available resources and support services.
- Handled scheduling of appointments and managed patient records.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Education
Master of Arts - Communications
Arkansas Tech University
Russellville, AR12-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Conflict resolution
- Complaint resolution
- Relationship building
- Customer satisfaction measurement
- Product knowledge
- Customer education
- Service upselling
Timeline
Customer Service Representative
Verizon Wireless
02.2022 - Current
Customer Service Representative
Teletech at Home
01.2021 - 01.2022
Master of Arts - Communications
Arkansas Tech University
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