Customer Service Representative
Resume:
Ernestina Burnett
Duluth, Ga, 30096
********@*****.***
OVERVIEW
Over five years’ experience as a customer service representative with past 3 years of experience providing customer support in busy call center environments. An unwavering commitment to customer service and the ability to build productive relationships, resolve complex issues and win customer loyalty.
CERTIFICATIONS
Microsoft office 2010
oWord,
oExcel,
oOutlook,
oAccess,
oPower Point
Customer Service Web Based Skills Training,
oGreet transfer and hold calls
oBuild rapport, listen, clarify and manage conversational flow
oManage upset customers, conflicts and challenging situations
oDeliver outstanding service, exceed expectations and build long-term loyalty
oWork in teams and in a self-directed environment
TECHNICAL SKILLS
Phone Platforms: Cisco, Avaya,
Equipment: PC, Mac,
Operating System: Windows XP, Windows 7, OS X
Desktop application Software: MS Word 2010, MS Project 2010, MS Access 2010, MS Excel 2010, Cisco IP Communicator,
PROFESSIONAL EXPERIENCE
Pokman Time Center Limited – Accra, Ghana
Customer Service Consultant June 2015 – September 2016
Monitor the progress of shipments for east coast region
Identify and responded to customers, liaising with 3rd party suppliers, handling escalation through to resolution
Provided phone assistance and answers to customers’ questions related to shipment and mailing
Managed customer support case FedEx corporate partners and owned the supported case throughout its life cycle till resolution
Documented all FedEx transaction and customer related inquiries, issues and criticism to ensure continue quality assurance.
Reduced reduce the total cost of problem ownership by documenting stream lining, and refining the operational process in my organizational unit
Analyzed customer online shipment order and ensured that is processed accurately with the right information, equipment.
Inspected shipment distribute system to ensure it complies with FedEx code and policies
Demonstrated ability to log all notes and follow up customer information accurately
Develop and updated all call log access lists for detail call logging
Monitored and recorded all call logs for quality assurance training
Meticulously keep record of customer feedbacks of the call center to ensure quality service is bring provided
Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity
Handled all customer inquiries, complaints, billing misunderstanding and dissatisfied customer
Managed a high-volume workload within a deadline-driven environment
Resolved an average of 30 inquiries in any given day and consistently met performance benchmarks
Rita Trading Enterprise – Kumasi, Ghana
Customer Service/Sales Specialist June 2010 – May 2015
Handled incoming calls from a national customer base
Provided detailed information on services and products to customers
Manually entered accurate and complete customer information into our system
Processed bookings and orders within time frames
Researched and resolved service, product and billing issues
Maintained updated records of all customer interactions
Produced weekly call reports for management
Build rapport, listen, clarify and manage conversational flow to build long term customer loyalty
Managed upset customers, conflicts and challenging situations.
Process credit and debit card payments
Scan the price of items using specialized scanning equipment
Determine the total price of items sold and provide customers with a figure
Operate cash register or adding machine
Process returns and exchanges and issue receipts and change to customers
Record total daily sales and balance cash registers at the end of the shift
Count money in cash registers and ensure that they coincide with items sold
Ensure that supplies inventory is managed properly
Create monetary and non monetary reports on a periodical basis
Education
Osei Kyeretwie Secondary School (Kumasi, Ghana.)
References
Available upon request
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