TREVA HENDERSON

ACCOMPLISHMENTS

Used Microsoft Excel to develop

inventory tracking spreadsheets.

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Conflict Resolution - Responsible for

handling customer account inquiries,

accurately providing information to ensure

resolution of product/service complaints

and customer satisfaction.

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Telephone Service - Professionally

processed 80+ calls per day, providing

information and service to ensure

customer satisfaction.

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Achieved caregiver of the month award

through effectively helping with my

clients by going above and beyond. (Home

Instead Senior Care)

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SKILLS

Effective Written and Verbal

Communication

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• Call Centers / Remote Positions

• Customer Service and Assistance

• Online Text Chat

• Typing

• POS Systems and Ordering Platforms

• Customer Retention Strategies

• Order and Refund Processing

• Sales, and Upselling

Knowledgeable and dedicated customer service professional with extensive experience in customer service and in caregiving industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

WORK HISTORY

August 2023 - Current

FC Associate I, L1 Amazon, Erie, PA

October 2022 - January 2023

Remote Outreach Consultant Rose International, Chesterfield, MO

• Followed procedures at all times for personal and team safety. Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.

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Operated 4-7 stow carts carrying heavy products to transport merchandise throughout facility for delivery driver's.

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Maintained compliance with company safety policies and called violations to attention of management.

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Unloaded products from buffer belt and arranged contents in designated storage areas.

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• Checked safety practices and integrity of PPE

Upgraded and modified products and handled special assignments such as stowing and buffering assignments

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Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

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Complied with company policies and procedures by encouraging positive and effective work environment among all employees.

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Offered internal and external customers first-rate customer service to maximize satisfaction and business success.

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Handled 20 inbound and made 3 outbound calls per shift signing up new participants, retrieving customer data, presenting relevant product information and cancelling services.

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Carried out opening and closing functions to meet operational needs underpinning strong customer service.

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CONTACT

Erie, PA 16507

814-***-****

ad08n2@r.postjobfree.com

Bold Profile

• Document and Records Management

• Customer Relations

CERTIFICATIONS

Contact Tracer Certification, Insight

Global (John Hopkins)

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April 2022 - September 2022

Remote Customer Service Agent Sutherland Global, Rochester, NY August 2021 - January 2022

Remote Customer Service Representative LaSalle Network LLC, Chicago, IL August 2020 - June 2021

Remote Customer Service Representative /COVID-19 Contact Tracer Insight Global, Atlanta, GA

Executed strategies to generate qualified leads through outreach sales calls to professional referral sources

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Helped large volume of 50 + calls to customers every day with positive attitude and focus on customer satisfaction.

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Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

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Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

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Educated clients on account services and resolved client inquiries regarding statement information and account balances.

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Entered customer interaction details in sales system to track requests, document problems and record solutions offered.

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Recommended products to customers and suggested other options if preferred product was unavailable.

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Resolved customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.

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Addressed escalated customer service issues sent from sales and service teams to save customer relationships.

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• Met customer call guidelines for service levels, handle time and productivity. Increased efficiency and team productivity by promoting operational best practices.

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Handled over 60 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

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Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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Offered advice and assistance to customers, paying attention to special needs or wants.

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Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

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• Handled customer inquiries and suggestions courteously and professionally Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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• Answered customer telephone calls promptly to avoid on-hold wait times.

• Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

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• Recommended products to customers, thoroughly explaining details. January 2020 - March 2020

Customer Service Representative Expivia Marketing, Erie, PA October 2019 - December 2019

Remote Customer Service Representative NexRep LLC, Portland, ME Developed community reputation through commitment to customer satisfaction and strong client relationships.

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• Investigated and resolved customer inquiries and complaints quickly.

• Responded proactively and positively to rapid change.

• Met customer call guidelines for service levels, handle time and productivity. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

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• Sought ways to improve processes and services provided. Increased efficiency and team productivity by promoting operational best practices.

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Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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• Answered customer telephone calls promptly to avoid on-hold wait times.

• Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

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Developed community reputation through commitment to customer satisfaction and strong client relationships.

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• Exhibited high energy and professionalism when dealing with clients and staff.

• Met customer call guidelines for service levels, handle time and productivity. Educated customers about billing, payment processing and support policies and procedures.

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Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

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• Maintained up-to-date knowledge of product and service changes. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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• Answered customer telephone calls promptly to avoid on-hold wait times.

• Answered constant flow of customer calls with minimal wait times.

• Provided primary customer support to internal and external customers.

• Recommended products to customers, thoroughly explaining details. Educated customers about billing, payment processing and support policies and procedures.

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Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

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Applied highly effective selling skills while properly engaging and presenting solutions to customers.

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Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.

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• Entered orders into Five9 computer database system. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

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August 2019 - October 2019

Caregiver Excel Home Care, Erie, PA

January 2019 - April 2019

Customer Service Agent Dial America, Erie, PA

August 2018 - October 2018

Remote Customer Service Solicitor InfoCision, Akron, OH

• Surpassed sales goals through implementation of effective marketing strategies. Assisted with dressing guidance, grooming, meal preparation, and medication reminders

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Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance

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Assisted with feeding and monitored intake to help patients achieve nutritional objectives

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• Assisted with daily living activities, running errands, and household chores Cooked meals and assisted patients with eating tasks to support healthy nutrition

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Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship

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Helped large volume of 100+ customer calls every day with positive attitude and focus on customer satisfaction.

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Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

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Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

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Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.

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Entered customer interaction details in sales system to track requests, document problems and record solutions offered.

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Recommended products to customers and suggested other options if preferred product was unavailable.

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• Provided primary customer support to internal and external customers. Facilitated communications through management of inbound and outbound customer calls.

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Adapted to new applications and maintained knowledge of current technologies.

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Entered customer information into customized computer system with CRM to document and organize client records.

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Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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• Answered constant flow of 25-50 customer calls with minimal wait times. Responded to customer requests for products, services and company information.

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• Provided primary customer support to internal and external customers.

• Recommended products to customers, thoroughly explaining details. March 2017 - August 2018

Caregiver Home Instead Senior Care, Erie, PA

Collected customer feedback and made process changes to exceed customer satisfaction goals.

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• Met customer call guidelines for service levels, handle time and productivity.

• Maintained up-to-date knowledge of fundraiser products and service changes. Assisted with dressing guidance, grooming, meal preparation, and medication reminders

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Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance

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Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping

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Provided safe mobility support to help patients move around personal and public spaces

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Transported individuals to events and activities, medical appointments, and shopping trips

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• Laundered items, changed sheets and made bed to keep patients' bedroom clean Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship

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EDUCATION

June 1999

High School Diploma

Strong Vincent, Erie

Contact this candidate