Seasoned customer service specialist with background in providing advice on diverse customer situations. Wanting to penetrate the work force for a position offering competitive salary, benefits and a continuous working environment. As a potential employee, I am able to accept responsibility and work as a team player and have plenty confidence that I will be an attribute to this organization. Devoted Customer service representative and manager who sustains the highest level of customer service through efficient team and customer account management. Customer Service Manager who specializes in quality service, customer retention, productivity and team management.
Microsoft:
- Word
- Excel
- Power point
- Word pad
- Outlook
Software:
- IEX Total View software proficiency
- ASAP software proficiency
- Reporting software proficiency
- Cisco Unified Software
- Avaya software knowledge
Personal Skills:
- Deadline-oriented
- Training and development
- Skilled multi-tasker
- Focused on customer satisfaction
- Meticulous attention to detail
- Team management
Business Management/ Physical Therapy GPA: 3.0
GPA: 3.5 Graduated top 20% of senior class
- Top 20% of class
- CPR certified as of 2013
- Dealer Certification
- Played an instrumental role in increasing customer satisfaction ratings index from 50% to 80% within 6 months as Customer Service Manager in order to merge centers.
- While maintaining employers database assisted in the managing of the company database and verified, edited and modified members’ information.
- Within employers company made sure that greeted customers upon entrance and handled all cash and credit transactions and assisted customers over the phone regarding store operations, product, promotions and orders.
- While selling products cross-sold services at a rate of 30%, upgrading customers to different plans and product packages and with sales consistently generated additional revenue through skilled sales techniques.
- Multiple customer service and assistance skills used when researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Wilkesboro, NC, 08/2015 - 10/2015
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Provided back-up for other customer service representatives when needed.Worked as a team member performing cashier duties, product assistance and cleaning.Computed accurate sales pClaires for purchase transactions.
Greensboro, NC, 07/2014 - 08/2015
- Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
- Monitors site to ensure optimal staffing levels.
- Administers volume contingency action plans as deemed necessary and appropriate.
- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals Facilitates real-time discussions with necessary stakeholders.
- Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
- Helps with the integration and implementation of new call center technologies
- Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate.
City, STATE, 02/2014 - 07/2015
- Cross-trained customer service representatives when needed.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Computed accurate sales pClaires for purchase transactions.
- Resolved product issues and shared benefits of new technology.
- Managed quality communication, customer support and product representation for each client.
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
Call center experience, cash handling experience, Computer literate, counselor or after school program experience, CPR certified, excellent customer service, Customer Service management skills, customer service skills, dependable employee, driver, managerial qualities, knowledge of managing 100+ employees, Monitor skills, Enterprise knowledge, Express, real-time reporting skills and knowledge, Reporting, retail experience, Sales experience, serving experience, and Supervisor experience.
In my past years I have volunteered at the Georgia Dome for Atlanta Falcon football games, Georgia Tech College football games, and also Atlanta hawks basketball games. In the most recent years I have volunteered for Habitat for Humanity and have volunteered at Atlanta Braves baseball games. I take pleasure in various rigorous activities to keep my mind constantly working and evolving. I enjoy creating a difference in what I do where ever I go.
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School Attended
- Chattahoochee Technical College
- Spayberry High School
Job Titles Held:
- Customer Service Representative
- Real Time Analyst Intern
- Customer Service Representative
Degrees
- Some College
- Diploma
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