Customer-oriented?representative successful at troubleshooting and handling customer support issues in a timely manner. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette.
Customer Service Representative, 11/2011
to 02/2012 Manpower Hattiesburg, Ms
ManpowerResolve customer complaints via phone, email, mail, or social media.
Use telephones to reach out to customers and verify account information.
Greet customers warmly and ascertain problem or reason for calling.
Cancel or upgrade accounts.
Assist with placement of orders, refunds, or exchanges.
Advise on company information.
Take payment information and other pertinent information such as addresses and phone numbers.
Place or cancel orders.
Answer questions about warranties or terms of sale.
Act as the company gatekeeper.
Suggest solutions when a product malfunctions.
Handle product recalls.
Attempt to persuade customer to reconsider cancellation.
Inform customer of deals and promotions.
Sell products and services.
Utilize computer technology to handle high call volumes.
Work with customer service manager to ensure proper customer service is being delivered.
Close out or open call records.
Compile reports on overall customer satisfaction.
Read from scripts.
Handle changes in policies or renewals.
Emergency Medical Dispatcher, 05/2009
to 12/2010 ASAP – Laurel,
Responsible for answering incoming calls to the police and fire departments by way of internal telephone extensions, normal 7-digit telephone numbers and the 9-1-1 Emergency Phone system Collect pertinent information from callers and disseminate that information to responding units or agencies Determine the priority level of requests for services and mitigate those calls that can be handled without a need for committing department resources to a response Provide pre-arrival emergency medical instructions where needed Operate the radio systems for the police and fire departments, mutual aid support channels and town agencies Monitor and dispatch for all police and fire alarm activations Maintain the CAD records of all responses and services provided by the police and fire departments Receive requests for other town services (water, sewer & electrical) after hours, on weekends and holidays and initiate the appropriate notifications Process all paperwork, data entry and alert notifications for all missing persons, stolen vehicles, arrested individuals, etc Keep senior police and fire staff and town officials informed 24-hrs a day of noteworthy incidents and emergencies Responsible for monitoring jail cell occupants (via closed circuit television and physical cell checks) to guard against illness or injury Responsible for greeting and providing services to visitors to the police station's lobby.
to 12/2009 Kangaroo Express – Brooklyn,
Receive payment by cash, check, credit cards, vouchers, or automatic debits.2) Issue receipts, refunds, credits, or change due to customers.3) Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.4) Greet customers entering establishments.5) Maintain clean and orderly checkout areas.6) Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
to 05/2002 Mcdonalds – Gautier,
Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts.Emergency Medical Background: Emergency Medical Dispatcher versed in addressing serious medical injuries and illnesses.
Receive, prioritize, and often handle multiple, simultaneous emergency and administrative phone calls for assistance, such as but not limited to, car accidents, towed cars, barking dogs, domestic abuse, etc.
Process complaints and make appropriate referrals on a broad variety of public safety matters, that often require referring to or memorizing detailed reference materials and standard operating procedures, including databases, maps, telephone listings, and other resources.
Identify, through appropriate and timely questioning of the caller, the nature of the problem.
Summarize the critical information for public safety first responders in the computer aided dispatch system using correct grammar, spelling, and punctuation, and refer and classify calls for police/fire/EMS assistance according to the level of response required.
Access and operate local and state data base systems to verify information as requested.
Provide administrative public safety information, such as, but not limited to, how to file accident reports, report a crime, find a towed car, etc.
Skills Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
Provide quality service and support in a variety of areas including, but not limited to: billing, placing print orders, and system troubleshooting.
Troubleshoot customer issues over the phone.
Use automated information systems to analyze the customer's situation.
Maintain a balance between company policy and customer benefit in decision making.
Handles issues in the best interest of both customer and company.
Evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
Compiling and generating reports as they relate to customer service surveys.
The customer Skilled in call center operations Customer interface expertise Multi-line phone operation proficiency Call center metrics Persuasive speaker Committed to maintaining data integrity software proficiency Calm under pressure Catastrophic emergency response training Fire response safety training Answer customers' questions, and provide information on procedures or policies.
Bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment.
Compute and record totals of transactions.
Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
Greet customers entering establishments.
Issue receipts, refunds, credits, or change due to customers.
Issue trading stamps, and redeem food stamps and coupons.
Maintain clean and orderly checkout areas.
Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately.
Offer customers carry-out service at the completion of transactions.
Process merchandise returns and exchanges.
Receive payment by cash, check, credit cards, vouchers, or automatic debits.
Request information or assistance using paging systems.
Resolve customer complaints.
Sort, count, and wrap currency and coins.
High School Diploma: Computer Technology/Medical Votech,
1 2002 Gautier High School - Gautier,
Ms Computer Technology/Medical Votech
Bachelor of Science: Business, English,
1 2016 University of Southern Mississippi - Hattiesburg,
Ms Business, English
Awards: Dean's List while attending University of Southern Mississippi and Jones County Junior College. Employee of the month at Kangaroo Maintained high customer survey scores while at Manpower Offered Management position while working for Mcdonald's