Darlene Vertilus
Levittown
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
3
3
years of professional experience
Work History
Customer Care Representative
Amazon
Levittown
01.2024 - 01.2025
- Answered customer inquiries over the phone and via email.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Processed orders accurately and efficiently according to established procedures.
- Gathered customer feedback to suggest improvements for products and services.
- Resolved customer complaints promptly and professionally. Manage both inbound and outbound calls
- Serve customers in a timely manner to ensure we are maximizing our relationship with them
- Promote customer privacy and safety by maintaining adherence to the company's Work From Home policy
Customer Support Specialist
Teleperformance
Red Bank
02.2023 - 01.2024
- Performed regular follow-up calls to check on customer satisfaction levels.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
Customer Service Representative Team Lead
Macdonals
Asbury Park
10.2021 - 02.2023
- Organized team-building exercises to enhance staff cooperation.
- Identified ways to streamline operations.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Resolved escalated customer complaints in a timely manner.
- Analyzed customer feedback data to identify trends and develop strategies for improvement.
- Implemented coaching techniques to help employees reach their full potential.
- Analyzed customer feedback surveys to identify areas for improvement within the team.
- Encouraged open communication between team members about best practices for handling difficult customers.
Education
High School Diploma -
Colts Neck High School
Colts Neck, NJ01-2024
Skills
- Call center experience
- CRM software
- First call resolution
- Inbound customer service
- Adaptability and flexibility
- Customer relationship management
- Problem resolution
- Customer service
- Time management
- Empathy and patience
- Documentation and reporting
- Task prioritization
- Product education
- Technical troubleshooting
- Active listening
- Customer relations
- Phone etiquette
- Multitasking and organization
- Project management
- Email communication
- Product knowledge
- Quality assurance
- Verbal and written communication
- Call handling
- Complaint handling
- Payment processing
- Stress management
- Email correspondence
Timeline
Customer Care Representative
Amazon
01.2024 - 01.2025
Customer Support Specialist
Teleperformance
02.2023 - 01.2024
Customer Service Representative Team Lead
Macdonals
10.2021 - 02.2023
High School Diploma -
Colts Neck High School