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Click here or scroll down to respond to this candidateCandidate's Name
Fort Myers, FL United States PHONE NUMBER AVAILABLE EMAIL AVAILABLEPROFESSIONAL SUMMARYExperienced call center customer service rep seeking a support position with an expanding company. Highly skilled communicator who meets deadlines and ensures customer satisfaction. Expert in virtual customer service, resolving complaints, customer retention and customer satisfaction. Excited to bring my proven skills and customer enthusiasm to your company.Knowledge & Skills Areas Call Center Operations De-escalation Techniques Inbound/Outbound Calls Customer Service Live Chat support Conflict Resolution Problem Solver Data entryPROFESSIONAL EXPERIENCEReceiving Stocker Associate, Walmart Fort Myers, FL 08/2022 03/2023 Loading and off-loading of store deliveries and ensures access to entrances for personnel. Greet incoming customers entering the store and thank existing customers for shopping with the company. Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate responses. Calmly manage and resolve customer situations during shopping and checkout, including disorderly customers, Stocking, backroom, and receiving associates work to ensure customers can find all the items they have on their shopping list Moving inventory in the backroom, unloading trucks, or helping customers while stocking shelves Sort products in the backroom communicate in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership. Ensures aisles are neat and clean. Sort products in the backroom of the store's interior. Engage vendors and drivers with a positive attitude. Customer Service Rep, HGS (Hinduja Global Solutions) Jamaica 01/18 02/2022 Answered 40+ calls daily in a high-volume call center environment inbound/outbound calls along with chat and email channels troubleshooting. Use multiple computer systems for data entry inputting and maintaining accurate and complete data and research and document customer needs, interactions and outcomes in the appropriate system. Utilizes problem solving skills to facilitate communication with customers to identify the root cause and appropriate resolution; or escalations to senior management. Work within a policy administration system to troubleshoot inquiries regarding the product as well as technical issues that a variety of customer types may be experiencing; Regular 1:1 coaching sessions with my supervisor to ensure I meet key performance indicators. Maintained an average of 97% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating and minimal complaints. Ensures customer satisfaction and loyalty by assisting and resolving a wide variety of technical requests, inquiries and complaints. Field customer inquiries, connect with customers about their experience, exercise emotional intelligence and follow guidelines to ensure every customer is taken care of, with a personal touch. Escalated customer issues to high support to achieve quickest resolution and minimize wait times. Follow all company standards regarding paperwork, labor laws, cash management and loss prevention, and revenue. Creating a WOW factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service. Providing virtual support by building strong relationships by answering customer concerns and working independently to problem solving with minimal supervision. EDUCATIONSt. Marys College (High School) 2016Jamaica |
