Customer Service Representative
Resume:
Terrisha Toney
Las Vegas, Nevada 89169
Polished, professional customer service representative offering:
Experience providing customer support in busy call center environments
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
PROFESSIONAL EXPERIENCE
Ameriprise
Client Services Representative 1/2015- Present
Serves as first customer point of contact regarding routine service issues, assist in troubleshooting issues, and enter service requests into appropriate systems for resolution by appropriate service partners. Ensure that all pertinent information is gathered and accurately entered to ensure prompt resolution. Receives guidance from Coaches on a frequent basis to process these requests.
Continue to develop understanding of systems and procedures to educate clients and advisors on newly-enacted services, as they arise, to facilitate efficient self-service. Serve as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers. Refer more complex issues to appropriate service partners.
Respond directly to information requests initiated by customers utilizing a variety of systems. Provide information to clients, advisors, or other relationship partners, and work with appropriate internal partners to resolve any outstanding question(s). May process routine service transactions, or resolve account service casework which have been initiated by web-based or paper forms utilizing computer applications in a timely manner in order to meet or exceed service goals.
Interact directly with customers, predominately via a high-volume, in-bound or out-bound phone queue, to provide accurate and immediate solutions to routine transaction and service requests. Utilize appropriate internal computer applications and enter all information in the appropriate system for tracking and archival purposes.
SITEL 6/2014-12/2014
Customer Service and Technical Support
Answer inbound calls within guidelines/goals established by the client and contact center management.
Consistently achieve call quality score goals to meet client and customer satisfaction goals.
Upsell and make save offers with each customer interaction.
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
CITY OF PASADENA
Recreation Leader 5/2005-11/2013
Help the children develop skills in leadership through various recreational activities and events
Serve as the only leader on a park/playground ensuring safety at all times
Create and Lead activities and special events;
Issues and accounts for recreation equipment and maintains all supplies in good order
Instructs in various games and interprets rules of play
Assists in the organization and conduct of special events; takes necessary precautions to ensure the safety of participants and spectators and renders first-aid as needed
Maintains complete and accurate records of attendance, time reports, accident reports, activity and progress reports, and meets all deadlines as issued; and performs other duties as assigned.
In Home Supportive Services Los Angeles County
Home care provider 09/2012-02/2013
Provides health care tasks, personal hygiene services, housekeeping tasks and other related support services essential to the consumer’s health
Observes records and reports all changes to supervisor.
All PCA’s must demonstrate competence in performing the necessary skills and only perform those skills on the plan of care
Home management tasks including housekeeping, laundry, shopping and errands
Prepare and serve simple modified diets according to instruction and assist with feeding as necessary
Assist with bathing, dressing and grooming
Assist with toileting, including use of bedpan, commode or toilet
Assist self-directing consumers with transfers and ambulation including use of cane, walker, and wheelchair
Assist self-directing consumers with medication reminders or refilling the consumer’s prescription at the local pharmacy as specified on plan of care
Provide routine skin care. May assist self-directing consumers in applying nonprescription topical medications to skin surface
Assist self-directing consumers in reminding them of their home maintenance exercise programs
Assist with the emptying of indwelling catheter care bag
Assist the self-directing consumer with reminders on changing the tubing or refilling a tank in the use of their oxygen equipment
Allen family childcare 5/2005-11/2005
Childcare Worker
Manage and supervise a team of three childcare professionals in both the Toddler and Nursery Rooms
Provide high quality and community-connected childcare that promotes children's development and learning for the education and care of children from babies to pre-schoolers (6 weeks to 5 years).
Be proactive and take a positive approach to children's learning
Have sound programming knowledge and the ability to implement the Emergent Curriculum & EYLF
Possess excellent written and verbal communication skills
Maintain positive relationships with staff, children, parents & caregivers
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