Joanna Haughton

• Answered phone calls promptly and courteously, while providing accurate information about vehicle availability and pricing
• Answered phone inquiries about the Hertz Rental Car Program, rental requirements, billing, rental car extensions, roadside assistance questions and more
• Explained rental policies, fees, and insurance options to customers clearly and concisely
• Handled rental agreements, deeds and important documentation for various transactions
• Verified customer identification and credit card information before completing transactions
• Managed paperwork and contracts and collected customer payments
• Built Rapport with customers by providing them with directions, maps and local area information as requested by highlighting various tourist attractions, restaurants they can visit depending on where they are staying on the island
• Emailed, called and messaged customers to address concerns and questions
• Maximize revenue opportunities with customers by actively soliciting business after customer inquiry by overcoming customer objections
• Worked in a fast-paced environment while providing helpful customer service that enhances the customer's rental experience by ensuring they feel satisfied, heard and appreciated at the end of each rental
• Developed strong relationships with repeat customers by providing excellent service consistently
• Ensured vehicles are prepared for customer pick-up or drop-off which entails checking vehicles for damage, mileage upon renting and returning and checking fill levels of all fluids including gas
• Maintained cleanliness and organization of rental office, ensuring professional appearance.

• Answered inbound calls to handle various concerns, set appointments and close sales
• Collaborated with colleagues and co-workers to deliver quality customer experience
• Worked along-side my Supervisor in leading a team and ensuring all KPI's are met
• Coached and conducted team meetings to update agents of their performances
• Met personal, team and company goals in customer service environment
• Built trusting relationship with customers to better understand needs.
• Managed customer calls efficiently in fast-paced call center environment
• Enhanced customer satisfaction with fast, knowledgeable service
• Delivered fast and friendly service to handle questions and service complaints.

Customer Service Representative

Conduent, March 2019-February 2020

• Listened to customers concerns, issues and questions
• Enhanced customer satisfaction with fast, knowledgeable service
• Informed customers of promotions and special offers to increase sales
• Maintained a positive attitude and calmly respond to customers complaints.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Identified and resolved discrepancies and errors in customer accounts.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Met customer call guidelines for service levels, handle time and productivity.

• Opened and maintained customer accounts by recording account information
• Assisted customers in navigating the Amazon website.
• Utilized various software programs such as CRM systems, order management tools, and communication platforms effectively
• Processed orders, prepared correspondences, and completed required documentation
• Addressed and resolved customer concerns and complaints
• Managed difficult customer situations with professionalism and empathy.
• Responded to customer requests for products, services, and company information.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.