214-***-****

ad3536@r.postjobfree.com

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

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