Quiana Anderson
Aurora
Summary
Dynamic Customer Service Representative with BNSF Railroad, adept at conflict resolution and active listening. Successfully enhanced customer loyalty through empathetic complaint resolution and efficient handling of escalated calls. Leveraged critical thinking and strong product knowledge to deliver tailored recommendations, significantly boosting customer satisfaction and repeat business.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
BNSF Railroad
03.2007 - 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 strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Psychology
University of Phoenix
Tempe, AZ05-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Conflict resolution
Timeline
Customer Service Representative
BNSF Railroad
03.2007 - Current
Psychology
University of Phoenix
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