Shontia Purnell

**** ****** *****, ****** **, ***19

678-***-****, acwbqj@r.postjobfree.com

Professional Customer Service Representative

Ten years of experience providing customer support in busy retail and call center environment

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The ability to listen attentively, solve problems creatively, use tact and diplomacy to find common ground and achieve

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win win outcome

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex

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issues and win customer loyalty

Experience

Customer Service Supervisor (Wal Mart) (6/2006 3/2009)

Train and supervise employees in day to day customer service activities

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Greet, address and thank customers in friendly and professional manner

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Maintain broad knowledge of customer products and services

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Operates computerized cash register to conduct sales transactions, handles cash

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Insure breaks and lunches are given at correct times, to insure customer needs are met

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Customer Service Supervisor (Brandsmart USA) (6/2009 10/2014)

Handle customer inquiries, complaints, billing questions, calm angry callers, repair trust, locate resources for problem

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resolution and design best option solutions

Schedule local customer deliveries

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Handle any rescheduling of deliveries to insure customer satisfaction

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Became the lead “go to” person for new reps and particularly challenging calls as one of the company’s primary

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mentors/trainers of both new and established employees

Call Center Representative (Chico’s) (11/2014 12/2015)

Maintain call center database by entering customer account information

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Sells additional services by recognizing opportunities to up sell accounts, explaining new features

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Handle Fed Ex shipping information for customer deliveries

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Handles customer billing, and payment concerns

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Education

Central Gwinnett High School 2005

High school Diploma

Gwinnett Technical College 2007

Studied Business Administration

Skills

Data entry, phone skills, listening and understanding, people skills, Microsoft word, excel, outlook, payment system

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