Delia-Ioana Vlad

Gathered information about customer complaints. Developed retention strategies based on customer feedback. Built strong and positive relationships with customers - resulted in 80 to 90% retention rate with customers in assigned portfolio. Conducted weekly workshops for 5 customers to explain service features and respond to immediate needs. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Investigated and resolved customer inquiries and complaints quickly.

Answered questions or concerns about billing, products, services, and technical issues. Addressed customer needs and recommended appropriate products, and rate plans. Resolved concerns with products or services to help with retention and drive sales. Handled large volume of calls every day with positive attitude and focus on customer satisfaction.

Welcomed each new arrival pleasantly and confirmed reservations and identification. Collected room deposits, fees, and payments. Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours. Collaborated with team members to handle guest requirements from check-in through check-out. Completed late check-ins and directed guests to rooms and facilities. Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Directed phone inquiries, answered customer questions, and scheduled appointments. Greeted customers upon arrival, offered assistance, and answered questions to build rapport and retention. Coordinated master schedule by booking and rescheduling appointments and balancing workloads. Upheld strict timetables by maintaining accurate, balanced calendars. Filed paperwork and organized computer-based information. Restocked supplies and placed purchase orders to maintain adequate stock levels. Reviewed and updated customer information in database for accuracy.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Maintained strong relationships with the customers and manufacturers. Participated in team meetings and training sessions to stay informed about product updates and changes. Acted as the primary contact for conflict resolution by demonstrating strong listening and negotiation skills while speaking with irate customers to reduce escalation and increase customer satisfaction. Utilized customer service software to manage interactions and track customer satisfaction. Educated customers about billing, payment processing and support policies and procedures. Investigated and resolved service and delivery concerns. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Handled inbound/outbound calls to resolve issues regarding the annual membership renewal. Assigned tasks regarding different account update requests, payment issues and receipts. Processed payments by phone. Follow up on email-received leads and review eligibility for opening a business account. Prepare the price package, follow up on customer's inquiries by phone or email.