Little Elm, TX ***** 469-***-**** ad2a0n@r.postjobfree.com

ROKEISHA SHENELL WARD

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, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

PROFESSIONAL

SUMMARY

SKILLS ● Active Listening

● Microsoft Office Suite

● Customer Relations

● Customer Support

● Computer Proficiency

● Data Entry

Customer Service and

Assistance

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● Navigational Skills

● Troubleshooting

● Technical Skills

● Training and Development

Written and Oral

Communications

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WORK FROM HOME CUSTOMER SERVICE REPRESENTATIVE 09/2021 to 11/2023 Alorica

WORK FROM HOME CUSTOMER SERVICE AGENT 11/2019 to 09/2021 Afni

CUSTOMER SERVICE REPRESENTATIVE 07/2018 to 11/2019 Concentrix

WORK HISTORY

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.

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

● Responded to customer requests for products, services and company information.

● Provided primary customer support to internal and external customers. Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.

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Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.

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Resolved minor to moderate technology faults, supporting constant availability and consistent performance.

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● Answered live online chats to give quick answers and solve problems faster. Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.

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● 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.

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Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

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● Provided information regarding charge accounts and loyalty programs.

● Answered constant flow of customer calls with minimal wait times. Bethel High School, Hampton, VA

High School Diploma, 05/1997

EDUCATION

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