Customer Service Representative

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

DANETRIS WILSON

**** ********** ****, *********, ** 28217

Home: 704-***-**** - Cell: 704-***-**** - ***************@*****.*** I am an exceptional customer care professional who addresses inquiries and resolves problems as they arise. I'm dedicated to making sure everything that I do is effective for my team as well as customer satisfaction. Building a highly motivated team of experts, with the knowledge of what customer service sounds and looks like is always my goal. Exceptional interpersonal

communication

Effective problem solver

Negotiation expert

Adherence to high customer service

standards

Customer-focused

Microsoft Outlook, Word and Excel

03/2013 to 06/2015 Customer Service/Cashier

McAlister's Deli – Charlotte, NC

Greeted customers entering the store to ascertain what each customer wanted or needed.

Described product to customers and accurately explained details and care of merchandise.

Provided an elevated customer experience to generate a loyal clientèle. Restocked inventory ever month and reviewed cash operation data to verify proper replenishment.

06/2014 to 01/2016 Team Leader/Customer Service Representative Iqor-Sprint – Charlotte, NC

Assisted agents with incoming calls from individuals in regards to invoices and rate plans

Took escalated calls from various agents

Managed a team of 15 agents maintaining and meeting all goals monthly 01/2016 to Current Customer Service Senior Representative Iqor- T-Mobile – Charlotte, NC

Investigated and resolved customer inquiries and complaints in an empathetic manner.

EDUCATION

Cross-trained and backed up other customer service managers. Met all customer call guidelines including service levels, handle time and productivity.

Solved unresolved customer issues.

Strong leader of customer support staff.

Provided accurate, specific and timely performance feedback for CSRs. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Maintained up-to-date knowledge of product and service changes. 2013 High School Diploma:

Olympic Community - Charlotte, NC

2019 Associate of Arts: Human Services

Central Piedmont Community College - Central Campus - Charlotte, NC

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