Call Center Representative with expertise providing customer support in high call volume environments. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically. Exceptional computer aptitude and telephone etiquette.Customer Service Manager experienced with all facets of the hiring, training, coaching and development processes of associates. Energetic and devoted team player with strong time management skills who thrives in a fast-paced, dynamic environment. Hands-on manager effective in motivating others to reach their optimum potential.
High customer service standards
Conflict resolution proficiency
Proficient with Microsoft Office Suite
Dedicated team player
Promoted to Supervisor after 3 months of employment.
Greeted customers upon entrance and handled all cash and credit transactions.
Assisted customers over the phone regarding store operations, product, promotions and orders.
DeloitteHermitage, TNK-1 Tax Analyst02/2016 to 04/2016Resolve and respond to investor support requests through multiple contact channels; phone, email, instant messenger, voicemail and chat. Where resolution is not possible, work with subject matter experts to escalate the issue for proper resolution.Record all transactions using an incident management tool and other related databases.Make knowledge-base look ups, identify gaps in knowledge and contribute to building a common knowledge-base.Properly handle information in accordance with PII common practices.Handle other PSG or Call-center support or project work as assigned.Continually develop a deeper knowledge of K-1 products to fully support partners of publicly traded partnerships.Support Annual Benefits Open Enrollment with the HR/Benefits Group as needed during Tax non-busy season.
WalmartHermitage, TNDepartment Manager / Customer Service Manager08/2013 to 03/2016Acted professionally and patiently when addressing negative customer feedback.Resolved service, pricing and technical problems for customers by asking clear and specific questions.Interviewed job candidates and made staffing decisions.Counted cash drawers and made bank deposits.Assigned employees to specific duties to best meet the needs of the store.Reordered inventory when it dropped below predetermined levels.Trained and developed new associates.Answered an average of 30 or more calls per day by addressing customer inquiries, solving problems and providing new product information.Described product to customers and accurately explained details and care of merchandise.Communicated with vendors regarding back order availability, future inventory and special orders.Restocked inventory ever month and reviewed cash operation data to verify proper replenishment.Cross-trained and backed up other customer service managers.Promptly responded to inquiries and requests from prospective customers.Strong leader of customer support staff.Trained staff on operating procedures and company services.
AsurionNashville, TNCustomer Service Representative 10/2014 to 09/2015Addressed and resolved customer product complaints empathetically and professionally.Gathered and verified all required customer information for tracking purposes.Accurately documented, researched and resolved customer service issues.Met or exceeded service and quality standards every review period.Effectively managed a high-volume of inbound customer calls.Defused volatile customer situations calmly and courteously.Referred unresolved customer grievances to designated departments for further investigation.
Market Strategies International Nashville, TNTelecommunications Representative 02/2012 to 09/2012Proactively managed a high-volume of outbound customer calls. Managed high call volume with tact and professionalism.Mastery of customer service management systems and databases.Entered numerical data into databases in a timely and accurate manner.
Associate of Applied Science:Chemical EngineeringVolunteer State Community College, TnChemical Engineering attended 1 year