With over 20 years of customer service experience, I am confident in adding value by providing outstanding and dedicated customer service, engaging and building relationships with customers and contributing to the company's success. I have experience in working with stressed and upset individuals in need of clarity, information and supportive guidance to assist them in the proper way. I exhibit strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers via inbound/outbound phone calls, email, chat and in person interactions. I understand active listening and analytical problem-solving strategies to build a lasting and loyal relationship with customers, with also operating at a high level to consistently meet or exceed business quality and productivity standards.
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- Follow standards and practices to mitigate fraud and other risk exposure and loss.
- Review and investigate customer cases and reports for potential and actual loss, to minimize fraud.
- Research and analyze customer's account for early detection of fraudulent activity.
- Carefully verify each customer that I have an interaction with for the safety and privacy of their account.
- Provide high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
- Educate customers on products and services to promote self service for a better convenience.
- Identify sales opportunities and referred customers to branch partners in financial services.
- Complete special procedures for customers such as ordering new checks, stopping payments, filing disputes, filing complaints, educating customer's on banking services and also budgeting skills.
- Processed customer order, quote and return transactions and offered additional products and services to increase revenue.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Monitored scheduled shipment dates to promote timely product delivery and increase customer satisfaction.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Obtained updated contact information from all subjects and verified data for accuracy.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.
- Evaluated client needs and recommended treatments and strategy to achieve desired result, while maintaining hair health.
- Supported reception efficiency by taking phone calls, inputting appointments and collecting payments.
- Spoke with clients regarding health history, expectations, services and procedures for outstanding customer satisfaction.
- Trained salon staff in traditional and innovative haircutting techniques and salon management.
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Supported reception desk as needed, receiving phone calls, entering appointments and collecting payments for services rendered.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Compiled quarterly budget reports, financial spreadsheets and organizational charts to support business operations and improve office organization.
- Evaluated source documents to locate information needed for each data entry field.
- Verified accuracy and validity of data entered in databases
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
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Resume Overview
School Attended
- Upson Lee High School
- Flint River Technical College
Job Titles Held:
- Detection and Investigation Analyst, Sr/Customer Service Representative
- Inbound Customer Service Representative
- Master Cosmetologist
- Data Entry Clerk
Degrees
- High School Diploma
- Diploma
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