Customer Service Senior Specialist

Amethyst Reid

404-***-**** ● Atlanta, GA ● ad0fp4@r.postjobfree.com

SKILLS

Microsoft (Share point, PowerPoint, Excel, Outlook, Word) ServiceNow SuccessFactors HR Functions Customer Service Customer Relationship Management (CRM) Tools Conflict Resolution Auto Insurance Knowledge

EXPERIENCE

Senior Specialist, Workforce Administration 09/2017 - Current

XPO Logistics/GXO Logistics Atlanta, GA

Initiated over 150+ laterals, promotions, demotions workflows while ensuring accurate compensations weekly

Initiated over 40+ terminations weekly

Entered 10+ new hires and contingent workers daily

Assisted with conceptualizing an automated ticketing request center to effectively decrease SLA for incoming tickets by more than 50%

Provided data entry support for new hire data, contingent worker information, employee personal data

Trained ten new hires Customer Service team on HR Guidelines and Policies, active listening skills, and

Completed CMSCO requests in timely order, saving the company $1.3 million dollars in late penalties

Online Chat Representative 09/2016 – 05/2017

The Home Depot Inc Atlanta, GA

Answered 60+ inquiries from customers via company's online chat feature daily

Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures

Assisted 75+ customers daily, effectively improving writing skills and creating rapport

Created work documents detailing company computer software, products, and services

Coordinated online demonstrations to provide better understanding of product features for customers and employees

Customer Service Agent 07/2014 – 09/2016

State Farm Atlanta, GA

Utilized active listening and communication skills to address customer inquiries and escalated issues to supervisor

Met or exceeded call speed, accuracy, and volume benchmarks by 88% on consistent basis

Performed regular assessments regarding customer complaints and provided suggestions to improve customer satisfaction and retention by 15%

Documented customer correspondence in CRM to track requests, problems, and solutions which aided in increasing customer satisfaction by 14%

Maintained strong call control and quickly worked through scripts to address problems

Assisted new and existing policyholders with general questions regarding their policies, processing payments and endorsements, and updates with new/existing policies

Business Assurance Representative 06/2007 – 12/2013

Sprint Atlanta, GA

Customer retention working with high-risk customers by performing all aspects of customer service, including answering phone system, advising customers of special promotions, and providing detailed information for various products

Provided technical support for all sprint supported cell phones and wireless devices; resolved billing questions and disputes

Maintained detailed records of customer complaints

Triaged and ordered product testing to troubleshoot customer product malfunction; provided hourly updates to customers for resolution

Assisted business customers with technical issues with T-1 datalines & toll-free numbers

Dispatched technicians with local telephone providers to resolve customers’ issue

EDUCATION

Ashford University Bachelor of Art in Business Administration and Management

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