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EMAIL AVAILABLEPHONE NUMBER AVAILABLESummaryExperienced, caring customer service professional with strong interpersonal communication skills, can quickly decipher and manage customer needs with patience and professionalism, and have great organization tools, along with a positive attitude. Accomplishments Assisted in creating a standard work instruction for conflict resolution. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals. Responded to customer requests, offering excellent support and tailored recommendations to address needs. Promptly responded to inquiries and request from customers and leadership. Followed through on all critical inter-departmental escalations to increase customer retention rates.ExperienceJune 2020 May 2024Continuum Global Solution / CVS Minute Clinic, Charlotte NC Customer Service Specialist and Peer Coordinator Coordinated workshops, in person and via zoom, to promote employee engagement during pandemic and to boost morale. Accurately scheduled appointments for COVID testing and routine appointments. Ensured calls were answered quickly and remained professional with difficult customers. Resolved emerging problems with customer accounts with thorough knowledge, efficiency, and preciseness. Assisted in Implementing standard work instruction emphasizing communication, collaboration, and compromise that included role play scenarios. Became skilled at Customer Relationship Management and possessed the necessary attributes to effectively monitor the tool. I successfully promoted companys health benefit plans by thoroughly explaining products and services, meeting sales targets quarterly.May 2012 May 2020T-Mobile, Charlotte NCRetail Associate Manager Responsible for infusing stores Mobile Experts with a passion for T-Mobiles Manifesto by thoroughly orienting and grounding employees to a standard of Loving Our Customers. Completed observations of Mobile Experts interactions with customers, including feedback, to be used in development, training, and coaching conversations. Effectively managed customer wait time. Remained and retained knowledge on current on products, services, and promotions. Assisted in maintaining the quality of the overall store environment and adhere to national company standards. Ensured employees were well versed and knowledgeable about corporate and store communications. Delivered financial results to team members based on companys key performance indicators.March 2007 April 2012Powell Executive Transportation, Charlotte NCAdministrative Assistant Maintained accurate inventory of offices supplies and ordered materials, as needed. Managed filing and records systems accurately and proficiently with minimal errors. Maintained and improved online databases of customer accounts and external vendors. Managed front desk by answering phone professionally, greeting and directing 50 75 visitors per day, while responding to email inquiries or customer complaints. Maintained accurate meeting and work schedule for my managers. Demonstrated strong attention to detail, resulting in 80% decrease on administrative errors. Constructed comprehensive spreadsheets and presentations for team meetings. Special Skills Proficient in the use of Microsoft Applications (Excel, PowerPoint and Word) Excellent oral and written communication skills Ability to work in a fast-paced team environment where multiple concurrent projects must be completed in a timely manner Strong organization skills Team Building Engagement Leader Accepts construction criticism as a learning tool Strong multitasking skillsEducationMay 2005Continental Academy, Charlotte NCHigh School DiplomaReferencesAvailable Upon Request |
