Customer Service Representative
Resume:
***********.**@*****.***
Grand Prairie, TX 75052
DEANNA COLEMAN
SUMMARY
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
EXPERIENCE
Customer Service Representative
Walmart, Texas February 2019 – November 2023
Answered incoming telephone calls to provide store, products, and services information.
Answered inbound calls, chats, and emails to facilitate customer service.
Assisted with providing conflict resolutions to standby customers who needed additional assistance.
Ability to adapt and change in accordance with the business needs.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Made outbound calls to obtain account information.
Reviewed account and service histories to identify trends and resolve issues.
Improved customer service waits times to mitigate complaints.
Answered customer questions and addressed concerns resulting in reduction in customer complaints.
Relayed customer feedback to cross-functional teams to improve products and services.
Trained new hires on products and services, best practices, and protocols to reduce process gaps.
Educated customers on special pricing opportunities and company offerings.
Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.
Trained new employees on procedures and policies to maximize team performance.
Fielded customer complaints and queries, fast-tracking them for problem resolution
Customer Service Representative
American Eagle Airline Dallas, Texas January 2017 - December 2018
Provided accurate information in response to customer inquiries
Resolved customer concerns with friendly and knowledgeable service.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Updated accounts with recent information and processed customer payments.
Performed needs analysis and presented options based on findings to help customers make decisions.
Educated customers on special pricing opportunities and company offerings.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Checked baggage, collected baggage overbooked and canceled flights
Assisted with reservations, An Advantage accounts as well as baggage and fare inquiries
Proven ability to maintain confidentiality and secure sensitive information
Assisted with providing conflict resolutions to standby customers who needed additional flight assistance
Ability to adapt and change in accordance with the business needs.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.
Answered customer questions and resolved concerns quickly to maximize satisfaction.
Assisted customers with price checks, lifting heavy items and addressing other inquiries.
Provided customer service and issue resolution to increase QA satisfaction levels.
Evaluated benefits for each caller to determine service needs and address concerns
SKILLS
Client
Customer service skills
Directing
Excel
Windows
Operating systems
Organizing
Personnel
Presentations
Problem solving skills
Processes
Maintain records
Reporting
Safety
Sales
Scheduling
Call center experience
Conflict resolution
Team leadership
Active listening
Problem-solving abilities
Inbound and outbound calling
Microsoft Office expertise
Customer relations
Product organization
Clerical support
Retail sales customer service
Quality assurance controls
Call Center Operations
Promotional support
Sales expertise
Credit card payment processing
Inbound and Outbound Calling
Communication
Verifying data accuracy
Collecting information
Email communications
Spreadsheet management
Reporting and documentation
Administrative support specialist
Data processing
Queue management
Online communications
Client inquiries
High-energy attitude
Schedule mastery
Shipping and receiving understanding
Delivery procedures
EDUCATION AND TRAINING
Graduate Certificate in Early Childhood Education Southern University Shreveport Louisiana.
Continuing Education
North Lake College, Irving TX.
August 2016
Sihalf Learning Centre, Internship
Shreveport Louisiana 71107
LANGUAGES
English:
Full Professional
Contact this candidate