Served as liaison between customers, store personnel and various in house departments. Confirmed that appropriate changes were made to resolve customers' problems.Exercised sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. I also have to maintain a sales goal. In the last month I finished third in the department with 77% to goal and have finished over 75% to goal in the two months prior. I've also volunteered at several sales events at ECU, The Greenville Plaza Mall, as well as this years Home and Garden show at the Greenville Convention Center, where I met customers, discussed products and services as well as gave contact information for potential sales
I was initially hired as a Tracking Agent where my responsibilities were to track packages for UPS customers and give them information regarding the transit and delivery of their packages. After six months I was promoted to the Universal department where my responsibilities increased to providing accurate and appropriate information in response to customer inquiries, addressed customer service inquiries in a timely and accurate fashion and developing effective relationships with all call center departments through clear communication. In the new position I mostly handled calls from the shippers of packages making the necessary changes needed to packages they had already shipped and getting in contact with the different UPS facilities across the nation to inquire about the status of deliveries, intercepts of packages, refunds for service failures, and return of packages to the original shippers. I also corresponded with the fraud department, accounts receivable, and human resource department with any needs and/or concerns of the customers.
Recommended and helped customers select merchandise based on their needs. Demonstrated mastery of customer service call script within specified timeframes to sell Directv products and services. I also made reasonable procedure exceptions to accommodate unusual customer requests. In the rare instance the customer did not obtain services I collected their feedback and made process changes to exceed customer satisfaction goals in my future calls. I consistently finished over 80% to sales goal, I was a great seller of Directv services and products often finishing in the top 2% of my department, but always in the top 5%.
While employed at PRC I worked on the American Express Membership Rewards program where I was responsible for addressing customer service inquiries in a timely and accurate fashion by providing accurate and appropriate information in response to those inquiries. As well as helping them redeem, transfer and discuss any discrepancies of their accrued membership reward points. In this position I contacted Airlines, Hotels, and Car rental companies as well to set up travel accommodations when customers needed or requested I do so through the usage of their reward points.
High School Diploma: 2003 Topsail High School - Jacksonville, North Carolina, USA Where I graduated with a 3.9 GPA and was a member of the National Honor Society.
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