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Click here or scroll down to respond to this candidateLATRESAODENEMAIL AVAILABLEPHONE NUMBER AVAILABLEPHENIX CITY, Alabama Street Address
SKILLS Customer Service G o o d c o m m u n i c a t i o n skills Customer Relations Call c e n t e r experience Customer RelationshipManagement (CRM) Excellent w r i t t e n a n d o r a lcommunication Telephone Etiquette P r o b l e m R e s o l u t i o n Customer RelationshipManagement Complaint resolution Account Management De-Escalation Techniques Regulatory Compliance Data Entry Problem-solving abilities Computer Proficiency Active Listening Clerical Support Professional telephone demeanor Follow-up skills Prioritization Call Management Product Knowledge Microsoft Office Suite [Software] CRM systemproficiency Call Center Operations Client R e l a t i o n s Document Control Service Upselling Appointment Scheduling Money handling abilities Order F u l f i l l m e n t Call triagingPROFESSIONAL SUMMARYProactive Customer Service Specialist with extensive experience inhandling escalated calls, training new employees, and adapting toC o l a n c t g c u s t m e t s a t s t a t i o n t h r e s g h e a C m u r e a t i o n a n dtailored solutions. Bringing strong problem-solving abilities and aprofessional demeanor to improve customer retention and servicedelivery.WORK HISTORYMacon Russell Community Action Agency - Customer ServiceSpecialistPhenix City, AL 06/2020 - Current Handled escalated calls calmly, finding resolutions that satisfiedboth the company and the customer"s needs. Managed high call volume while maintaining a courteous andprofessional demeanor. Assisted new employees with training, sharing best practices forhandling difficult situations and achieving positive outcomes. Adapted quickly to changes in company policies or proceduresensuring consistency in delivering accurate information toc u s t o m e r s . Enhanced customer satisfaction by resolving issues promptly andprofessionally. Established trust with clients through clear communication,patience, and understanding their unique challenges fully beforeoffering solutions tailored to their needs. Addressed customer complaints and mitigated dissatisfaction byemploying timely and on-point solutions. Developed rapport with customers, fostering long-term relationshipsand r e p e a t business. Collaborated with team members to create effective strategies forimproving overall customer experience. Actively participated in team meetings and professionaldevelopment workshops, continuously seeking opportunities toenhance skills and provide exceptional customer service. Increased customer retention rates by providing exceptionalproblem-solving skills and personalized solutions. Monitored quality assurance metrics regularly, identifyingopportunities for personal growth and development within the role. Tracked customer interactions using CRM software, helping the teamidentify trends and areas of improvement in service delivery. Responded to customer requests for products, services, andcompany information. Responded proactively and positively to rapid change. Promoted superior experience by addressing customer concerns,demonstrating empathy, and resolving problems swiftly. Payment Processing Reading Comprehension Order Processing Recordkeeping strengths Scheduling Technical Support Account updating Service standard compliance Dispute ResolutionEDUCATIONWENONAH HIGH SCHOOL2800 WILSON ROAD S.W 08/1996High School DiplomaHIGH SCHOOL GRADUATE. . . . . . Collaborated with staff members to e n h a n c e customer serviceexperience and exceed team goals through effective clientsatisfaction rates. Educated customers about billing, payment processing and supportpolicies and procedures. Investigated and resolved customer inquiries and complaints quickly. Cross-trained and provided backup support for organizationalleadership. Trained new personnel regarding company operations, policies andservices. Enhanced productivity levels by anticipating needs and deliveringoutstanding support. Calculated correct order totals, updated accounts, and maintaineddetailed records for inventory management. Implemented and developed customer service training processes. Reduced process inconsistencies and effectively trained teammembers on best practices and protocols. Increased efficiency and performance by monitoring team memberproductivity and providing feedback..Sought ways to improve processes and services provided.COMCAST - Customer Service R e p r e s e n t a t i v eWORK FROM HOME 09/2017 - 10/2019 Managed high-stress situations effectively, maintainingprofessionalism under pressure while resolving disputes or conflicts.Resolved customer complaints with empathy, resulting in increasedloyalty and repeat business.Handled escalated calls efficiently, finding satisfactory resolutionsfor both customers and the company alike.Responded to customer requests for products, services, andcompany information.Enhanced customer satisfaction by promptly addressing concernsand providing accurate information.Developed strong product knowledge to provide informedrecommendations based on individual customer needs.Developed rapport with customers through active listening skills,leading to higher retention rates and positive feedback from clients.Collaborated with team members to develop best practices forconsistent customer service delivery.Exceeded performance metrics consistently, earning recognition as atop performer within the team.Addressed customer inquiries to ensure satisfaction and fosterpositive service experience.Analyzed customer service metrics to identify trends and developstrategies for improvement.Trained new Customer Service Representatives on company policies,procedures, and best practices.Participated in training programs to enhance product knowledge andcustomer service skills.Led quarterly customer service meetings to review performance andset goals for improvement.Customized support strategies for high-priority clients to ensuretheir specific needs were met.Coordinated with logistics department to expedite shipping forurgent customer orders. Negotiated solutions with dissatisfied customers, turning potentialnegative reviews into positive testimonials.M a i n t a i n e d d e t a i l e d r e c o r d s o f c u s t o m e r i n t e r a c t i o n s a n dtransactions, ensuring accurate documentation and follow-up.Improved resolution time with effective problem-solving forcustomer complaints.Maintained detailed records of customer interactions, contributingto comprehensive d a t a b a s e for future reference.Exhibited high energy and professionalism when dealing with clientsand staff.Delivered prompt service to prioritize customer needs.Maintained up-to-date knowledge of product and service changes.Followed up with customers about resolved issues to maintain highstandards of customer service.Educated customers about billing, payment processing and supportpolicies and procedures.Promptly responded to inquiries and requests from prospectivec u s t o m e r s .Enhanced productivity levels by anticipating needs and deliveringoutstanding support.Cross-trained and provided backup support for organizationalleadership.Followed-through on all critical inter-departmental escalations toincrease customer retention rates.Bolstered customer retention by creating and offering uniquediscount options and inspiring interest in new product lines.EASY MONEY - Customer Service CashierBirmingham, AL 04/2011 - 07/2017 Maintained a clean and organized workspace, promoting awelcoming environment for customers. Handled high-pressure situations calmly, maintaining composureduring busy periods or difficult interactions. Actively listened to customers, handled concerns quickly andescalated major issues to supervisor.Processed customer orders and accurately handled paymenttransactions.Met customer service goals and exceeded customer expectations.Resolved customer complaints and maintained clean and tidycheckout area.Enabled customers to feel welcomed, important, and appreciated byanswering questions about products sold throughout store.Counted money in drawers at beginning and end of each shift.Developed and managed relationships with customers to increasecustomer loyalty.. . . . . .Enhanced customer satisfaction by efficiently handling transactionsand addressing inquiries.Answered product questions using knowledge of sales and storep r o m o t i o n s .Assisted in training new employees, ensuring they wereknowledgeable about company policies and procedures.Balanced cash registers accurately at the end of each shift,minimizing discrepancies and errors.Utilized POS system to handle customer cash and credit cardtransactions.Managed cash register operations accurately, reducing the risk ofshortages or overages in daily reconciliations. I..Handled sensitive information securely while processing paymentsthrough various methods including cash, credit cards, and gift cards.Utilized strong product knowledge to upsell items when appropriate,boosting overall sales revenue.Conducted inventory counts regularly, ensuring accurate stock levelswere maintained at all times.Addressed customer inquiries with detailed product knowledge,increasing sales through informed recommendations.Resolved customer complaints, leading to noticeable improvementin customer satisfaction ratings.Utilized point-of-sale systems efficiently, ensuring accurate pricingand swift transaction processing.Contributed to achievement of sales targets through suggestiveselling techniques.Enhanced customer experience by providing prompt and accuratetransactions.Upheld strict adherence to store policies and regulations, minimizingpotential financial discrepancies.Improved team morale and cooperation by participating actively instaff meetings and feedback sessions.Trained new cashiers, enhancing team efficiency and accuracy intransactions.Managed cash drawer and financial transactions to maintainaccurate store accounts.Performed cash, card and check transactions to complete customerpurchases.Operated cash register to record transactions accurately andefficiently.Handled cash with high accuracy and took care to check bills forfraud.Learned duties for various positions and provided backup at keytimes.Maintained current knowledge of store promotions and highlightedsales to customers.Reconciled cash drawer at start and end of each shift, accountingfor errors, and resolving discrepancies.Identified and resolved discrepancies and errors in customer |
