Customer Service/Call Center

Work History Contact

Norlina Maloney

Motivated Customer Service/Call Center Associate promoting customer satisfaction through strong engagement and service skills, while remaining level headed. Competent in Microsoft Word, and willingness for training on other systems.

Outgoing, have a great personality, and friendly, with a strong drive to succeed. Work well under pressure, quick learner, adaptable, and a strong team player. Would be a valuable addition to the company.

Successfully manages concerns and resolves conflicts to maximize customer satisfaction, while offering strong empathetic and listening abilities.

Committed to keeping customer and company Information secure. Strong communication skills as well as being positive and professional with a calm demeanor. Team player and collaborate well with others.

Committed to Regulatory Compliances

Successful Customer Service with 25 years of experience addressing customer requests and concerns and 5 years Call Center experience.

Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.

Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support.

Proficient in Customer Service and Call Center practices and related options. Effectively drives revenue with skilled promotional and problem-solving abilities. Motivated Customer Service Representative with over 25 years of retail experience in fast-paced, team-based environments.

Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in English. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.

Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. 2021-12 Customer

2022-02

Service Associate 1277 Glyndon Drive

Nesco

• TTook Inbound calls from customers regarding

Medicaid/Qualified Health Plans

Skills

Wawa, Virginia Beach, VA

Interacted 100% with customers, promoting

excellent service and experiences to generate

repeat business

Processed customer transactions according to

established policies and procedures,100% of the

time

Collaborated with sales team members to execute

special events.

Delivered customers curbside orders and put

together to go orders

Transported materials between departments

Prepared beverages and coffee for customers

Developed and actualized customer service

initiatives to decrease wait times

Informed customers about special promotions and

provided detailed information for various products Achieved high satisfaction rating through

proactive one-call resolutions of customer issues

Maintained clean personal appearance, modeled

store's outfits when working clothing department

settings and wore uniforms per company policy

Maintained customer satisfaction with forward-

thinking strategies focused on addressing

customer needs and resolving concerns

Collected customer feedback and made process

changes to exceed customer satisfaction goals

Executes excellent sales floor merchandising and

selling

Demonstrated items to customers and created

customer awareness, interest and sales

Collaborated with store management and

program leadership to suggest actionable

improvements and corrective action plans

Developed community reputation through

commitment to customer satisfaction and strong

client relationships

Helped large volume of customers every day with

positive attitude and focus on customer

satisfaction

2021-07 VIRGINIA BEACH, VA,

23464

Phone

757-***-****

E-mail

norlina.maloney@yahoo.

com

Safeguard customer data

by observing information

security policies &

confidentiality guidelines

Excellent

Inbound and outbound

calling

Excellent

Self-direction

Excellent

Account management

Excellent

Cross-functional team

collaboration

Excellent

Quality assurance

Excellent

POS systems expert

Excellent

Money handling abilities

Excellent

2019-12 Customer Service Associate

Improved customer satisfaction ratings by

addressing issues and fostering timely resolution

Boosted sales revenue by skillfully promoting

diverse service options

Improved operational efficiencies while managing

customers requests, store inventory, transactions, new purchase orders and pricing needs

Provided information regarding charge accounts

and loyalty programs

Communicated with vendors regarding backorder

availability, future inventory and special orders

Assisted customers with setting appointments,

special order requests, and arranging

merchandise pick-up

Recommended products to customers, thoroughly

explaining details

Used company troubleshooting resolution tree to

evaluate technical problems and find appropriate

solutions

Fielded customer questions regarding available

merchandise, sales, current prices and upcoming

company changes

Liaised with customers, management and sales

team to better understand customer needs and

recommend appropriate solutions

Leveraged sales expertise to promote products

and capitalized on upsell opportunities

Answered constant flow of customer calls with

minimal wait times

Offered advice and assistance to customers,

paying attention to special needs or wants

Cultivated customer loyalty, promoted repeat

business and improved sales

Responded to customer requests for products,

services and company information

Packaging Assistant

Virginian Pilot, Virginia Beach, VA

Reduced packaging errors by verifying use of

correct documentation & packaging materials.

2012-08 -

2017-03

Recordkeeping strengths

Excellent

Service standard

compliance

Excellent

Professional telephone

demeanor

Excellent

Creative problem solving

Excellent

Empathetic and actively

listen to customers needs

Excellent

Approach to maximize

opportunity

Excellent

Instill calm in customers

by managing escalations

& transfers with utmost

professionalism,

whenever needed

Excellent

Education

Additional Information

Prepared shipments for safe transport, packaging

finished goods into specific shipping containers.

Met grade standards by removing defective

products for recycling or disposal.

Maintained neat, clean and safe workspace to

avoid hazards and increase safety by 100%

Minimized waste and reduced volume of

packaging materials used to prepare shipments

Protected materials for transport by correctly

packaging products in boxes and crates

Reviewed orders by inspecting labeling,

packaging and contents

Call Center Receptionist

Map Communications, Virginia Beach, VA

Delivered exceptional customer service, provided

information, independently resolved issues, 100% of the time

Uncovered customer needs utilizing customer

interaction models and scripts

Great at building trust, rapport, and empathy.

Great listener, while taking notes, as to not

aggravate customers by having them repeat

themselves and showing interest so that any issue

may resolved in a timely manner.

Resolved customer problems and complaints

2006-06 -

2011-11

High School Diploma

Tallwood High School - Virginia Beach, VA

1992-09 -

1996-06

Authorized to work in the US for any employer

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