Customer Service Representative

Dontoria L. Gilbert

Customer Service Representative

ad0k2y@r.postjobfree.com

Indianapolis IN Metropolitan Area Mobile317-677-5602 Summary:

Results-driven customer service representative, bringing in 17 years of versatile experience and promoting ways to improve customer engagement. A relationship builder and multitasking professional seeking mid to senior-level opportunities to expand skills while facilitating company growth. Proficient in customer service management software with expertise in related roles.

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Customer Service Competencies:

Computer (Basic): MS Office (Outlook, Teams, Word, Excel, PowerPoint,), Google Drive (Sheets, Docs, PowerPoint)

Written and Verbal Communication

Inbound and Outbound Calls

Quality Assurance

Documentation Expertise

Interpersonal Communication Expertise

Systems and Software Programs

Technical Troubleshooting

Organization and Time Management Abilities

Conflict Resolution

EXPERIENCE:

Home Depot, Indianapolis IN- Remote Call Center Representative 08/2020-07/2023

● Supported company profit and service adjectives by handling customer orders, inquiries, and concerns.

● Developed a thorough understanding of key clients’ needs and requirements to prepare customized solutions.

● Implemented project management techniques to overcome obstacles and increase team productivity.

● Improved office operations by automating client correspondence, record tracking, and data communications.

● Communicated customer feedback and complaints to team members to promote proper resolution.

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Dontoria L. Gilbert

Customer Service Representative

ad0k2y@r.postjobfree.com

Indianapolis IN Metropolitan Area Mobile317-677-5602 Courtyard Mariott Hotel, Indianapolis IN- Housekeeper 06/2015-06/2020

● Utilized chemicals and cleaning equipment to meet the facility's predetermined sanitation and cleanliness quality standards.

● Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.

● Emptied trash cans and recycling bins to promote clean, sanitary environments and reduce odors and debris.

● Operated electronic backpack vacuums and floor sweepers.

● Disposed of trash and recyclables each day to avoid waste build-up. American Automobile Association, Indianapolis IN- Call Center Representative 10/2011-05/2015

● Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.

● Managed customer expectations by clarifying needs, identifying options, and recommending services and resolutions.

● Navigate through computer systems to review information and respond appropriately to callers.

● Resolved customer inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.

● Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis. 2

Dontoria L. Gilbert

Customer Service Representative

ad0k2y@r.postjobfree.com

Indianapolis IN Metropolitan Area Mobile317-677-5602 211 Information Center, Indianapolis IN- Call Center Representative 12/2009-08/2011

● Answered inbound crisis and social service referral contacts via phone, text, chat, and email in a 24/7 call center setting.

● Accurately assessed the caller’s needs and engaged in collaborative problem-solving to prioritize and develop an action plan without offering advice or opinions.

● Provided thorough, appropriate, and helpful referrals, information, and/or intervention to adequately address the caller's needs.

● Demonstrated a willingness and ability to work with difficult callers or calls using accepted techniques and principles.

● Maintained files and records by implementing an effective filing system that boosted efficiency and organization.

Teleservice Direct, Greenwood IN- Customer Service Representative 07/2006-09/2009

● Delivered exceptional customer service to every customer by leveraging extensive

● knowledge of services and creating welcoming, positive experiences.

● Maintained user account data by initiating account access and establishing in the database.

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

● Adhered to company policies and scripts to consistently achieve call-time and quality standards.

EDUCATION:

Warren Central High School, Indianapolis IN- General Education Diploma Obtained 05/2006

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