TOWANIA

PARKER

ad2lpr@r.postjobfree.com

601-***-****

Citrus Heights, CA 95610

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. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. PROFESSIONAL SUMMARY

SYKES - Customer Service Representative / Remote Agent Denver • 04/2014 - Current

WORK HISTORY

• Recruit and sign new customers

• Retrieve data and prepare spreadsheets

• Provide exceptional and detailed customer service Responded to customer requests for products, services, and company information.

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

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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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Handled customer inquiries and suggestions courteously and professionally.

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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

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• Updated account information to maintain customer records.

• Answered constant flow of customer calls with minimal wait times. Clarified customer issues and determined root cause of problems to resolve product or service complaints.

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Participated in team meetings and training sessions to stay informed about product updates and changes.

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Educated customers about billing, payment processing and support policies and procedures.

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• Investigated and resolved customer inquiries and complaints quickly. Met customer call guidelines for service levels, handle time and productivity.

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Responded to customer requests, offering excellent support and tailored recommendations to address needs.

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Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

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Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

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Followed up with customers about resolved issues to maintain high standards of customer service.

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SKILLS

• Call Control

• Investigate Claims

• Order and Refund Processing

• Corrective Action Plans

• Team Goals

• Troubleshooting and Resolution

• Cancellation Policies

• Data Integrity

• Microsoft Office

Membership Inquiries and

Renewals

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• Continuous Improvement

• Client Relationships

Invoice Preparation and

Processing

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• Sales Report Generation

• Query Escalation

• Explaining Policies

• Comparing Products

• Performance Feedback

• Information Updates

• Customer Data Confidentiality

• Product Availability

• Loss Prevention Goals Monitoring

• Customer Retention Strategies

• Pricing Research

• Sales and Upselling

• Rewards Programs

Customer Implementation

Support

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• Quality Control Policies

• Strong Telephone Etiquette

Calm and Professional Under

Pressure

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• Call Volume and Quality Metrics

Merchandise Orders and

Exchanges

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• Client Rapport-Building

• Special Requests

• Creating Accounts

• Service Quality Improvement

• Understanding Customer Needs

• Customer Understanding

• Loyalty Programs

• Providing Feedback

• First-Tier Technical Support

• Billing Adjustments and Refunds

• Online Chat

• Online Systems

• Customer Service and Assistance

• Attention to Detail

Humphrey Co. High School

Belzoni, MS • 05/1997

High School Diploma

GPA: 15.00

EDUCATION

Piggly Wiggly - Customer Service Specialist

05/2006 - 10/2013

Briarcliff South Apartments - Property Manager

06/2007 - 09/2010

Save A Lot Foods - Bookkeeper

09/2002 - 05/2006

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

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Promoted available products and services to customers during service, account management, and order calls.

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

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Cross-trained and provided backup support for organizational leadership.

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Took payment information and other pertinent information such as addresses and phone numbers to place orders.

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

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Resolved concerns with products or services to help with retention and drive sales.

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

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• Initiate positive interactions with incoming customers

• Ensure customer satisfaction through effective communication Accurately process payments and balance register at the end of each shift

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• Manage all daily maintenance operations

• Create marketing strategies and fill vacancies

• Screen prospective tenants and enforce leases

• Process accounts and manage invoices

• Reconcile accounts to ensure accuracy

• Maintain meticulous and precise financial records

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