Customer Service Representative

DANA FULLER

*** ********* ****, *******, ** ***** C: 757-***-**** ******@*******.***

Qualified customer service representative with several years in fast-paced customer service and call center environments. Personable and professional under pressure. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Customer service representative excelling at customer satisfaction and retention. Pre and post-sales support specialist. Flexible and hardworking in deadline-driven environments.

Exceptional communication skills

MS Windows proficient

Creative problem solver

Trusted key holder

Multi-line phone talent

Shipping and receiving professional

Local/state health laws knowledge

Customer Service Representative, 10/2015 to Current Qvc Chesapeake, Inc. – Chesapeake, VA

Answered an average of 180 calls per day by addressing customer inquiries, solving problems and providing new product information.

Recommended, selected and helped locate and obtain out-of-stock product based on customer requests. Assist customers with credit card billing for the monthly amount due. Processed past due and collection payments.

Open new credit card accounts.

Refunding orders that haven't been processed.

Sending out replacement items for broken or defective items. Assisting customers with their on-line account. Resetting passwords and email accounts. Placing new orders.

Basic product information.

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Softlines Lead, 09/2012 to 10/2015

Sears – Chesapeake, Virginia

Greeted customers entering the store to ascertain what each customer wanted or needed. Earned management trust by serving as key holder, responsibly opening and closing store. Communicated with vendors regarding back order availability, future inventory and special orders. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests. Answered product questions with up-to-date knowledge of sales and store promotions. Effectively communicated with and supported sales, marketing and administrative teams on a daily basis. Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.

Developed reputation as an efficient service provider with high levels of accuracy. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Organized store merchandise racks by size, style and color to promote visually appealing environment. Made weekly work schedules for my employees.

In charge of getting the merchandise from the truck to floor in a timely fashion. Public Safety Telecommunicator II, 08/2001 to 06/2012 City Of Norfolk – Norfolk, Virginia

Answered 911 calls.

Provided life saving pre-arrival medical instructions. Police dispatcher.

Ran DMV checks for current licenses, title, VIN checks, and tag checks. Ran criminal an local checks on subjects.

Multi-tasked with the units on the street and mutual aid, alarm companies. Notified police supervisors and detectives of high priority calls. Fire Dispatcher.

Coordinated multi-agencies requests.

Added additional units to the scene.

Updated broadcasts.

Coordinated with other agencies in reference to prisoner drop-offs and to turn over paperwork; such as warrants, emergency protection orders.

Associate of Applied Science: Criminal Justice, 1996 EDUCATION

Tidewater Community College - Chesapeake Campus - Chesapeake, VA

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