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Customer Service Representative

Location:
Altamonte Springs, Florida, United States
Posted:
September 14, 2018

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Resume:

ANTONIQUE FOSTER

Dedicated Customer Service Representative wishing to become a part of the Amscot family where I will be motivated to maintain customer satisfaction while contributing to company success.

EXPERIENCE

JANUARY 2018 – PRESENT

SENIOR REPRESENTATIVE, TEAM LEAD, Synchrony financial

-Handle escalated calls from Internal Agents assisting irate customers across a Diverse Client Portfolio.

-Demonstrate functional skill to take ownership and resolve customer issues and concerns in a single interaction.

-Seek opportunities to enhance customer service processes.

-Create, manage, modify and communicate Agent schedules.

-Conduct Schedule/Time off (VTO)/Overtime (OT) Bid process at the direction of Management and ensure all schedule changes are approved before publishing changes.

-Create/Maintain accurate employee records in Verint & Workday (agent skill/profile maintenance).

-Engage across multiple sites and communicate with Agents and Senior Management.

-Perform special assignments, projects, and other duties as assigned.

MAY 2017 – JANUARY 2018

CUSTOMER SERVICE REPRESENTATIVE, Synchrony financial

- Handled Inbound Calls from a Diverse Client Portfolio.

- Provided exceptional level of customer interaction.

- Multitasked between multiple tools and systems to provide customer with the most accurate information.

- Met or exceeded Call Quality metrics while also balancing Customer Care Time and Productivity metrics.

- Trained New Hires through Side-by-Sides, Chat Support and Floorwalking Activities.

- Demonstrated excellent problem-solving skills and abilities to communicate information effectively.

- Strictly adhered to all Compliance, Regulatory and Internal Business Procedures.

MAY 2016 – DECEMBER 2016

CUSTOMER SERVICE REPRESENTATIVE, KOHL’S

- Answered Inbound Calls from customers regarding merchandise and store inquiries.

- Consistently improved customer satisfaction through expert resolution of conflicts, issues, and concerns.

- Cross-trained and provided back-up for other customer service representatives when needed.

- Excelled in daily credit card application goals.

- Processed cash withdrawals and deposits as well as balanced cash registers and main cash drawer.

- Performed special assignments and other duties as assigned.

JANUARY 2015 – JUNE 2016

STUDENT SERVICE’S REPRESENTATIVE, LAKE SUMTER STATE COLLEGE

- Performed clerical duties such as word processing, data entry, answering inbound calls, and filing.

- Managed call flow and responded to technical support for student and faculty.

- Maintained daily record of data communication, problems and remedial actions taken through TRACK-IT.

- Consistently met deadlines and requirements for all work orders.

- Performed special assignments and other duties as assigned.

EDUCATION

AUGUST 2017 - PRESENT

BACHELOR’S IN ARTS, BUSINESS ADMINISTRATION, UNIVERSITY OF CENTRAL FLORIDA

AUGUST 2014 - MAY 2017

ASSOCIATE’S IN ART, GENERAL EDUCATION, Lake sumter state college

SKILLS

Excellent Communicator

Sound Decision Making

Ability to Work Well Under Pressure

Business Process Improvement

Time Management

Leadership

Self-motivation

Conflict Resolution

Adaptability

Project Scheduling



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