JOYANN V. AVERY

**** ********** ** #* *******, TN 38134• 425-***-**** • ad4m87@r.postjobfree.com

I am a dedicated individual with 30+ years of Customer Service and Data Entry looking for a part-time opportunity to share my experiences with others while continuing to learn. SUMMARY OF QUALIFICATIONS

Senior Level Customer Service Agent with more than 15 years experience.

• Proven ability in written and verbal communications with external and internal customers

• Especially skilled at educating customers in company policy and use of customer resources

• Proven ability to defuse escalating customer calls and provide exemplary customer service

• Expertise in balancing customer satisfaction with company needs and requirements RELEVANT WORK EXPERIENCE

Self, Auburn, WA 2001 to 2018

Care Giver

• Provided personal, daily care to disabled brother

• Provided meals

• Attended all appointments

• Ensured that all medications were taken on a daily basis. Amazon.com, Seattle, WA 2011 to 2015

Virtual Contact Center Retail Customer Service Agent

• Received and managed inbound customer calls providing retail and Kindle customer support

• Educated Amazon.com customers as relevant with site use, product information, and policy

• Increased customer satisfaction and retention by providing accurate, timely tracking of shipments and delivery information to customers

• Provided internal support to other customer service agents as requested by leadership Tours Northwest, Seattle, WA 2007 to 2010

Reservationist

• Served as liaison between customers and company ensuring customer satisfaction

• Completed daily vital office tasks and customer correspondence

• Entrusted daily with sensitive confidential customer credit and payment information

• Created, updated, and maintained scheduling spreadsheets and relevant documentation

• Provided dispatch support to tour guides including route changes, customer pick-up and drop-off locations, reservation information, and additional information and directions ACS Affiliated Computer Services, Auburn, WA 2006 to 2007 Customer Service Representative

• Received inbound Verizon Wireless customer calls, assisting with all customer inquiries, concerns, orders, requests for information, and account assistance

• Defused agitated callers and handled escalated calls with active listening techniques and by providing exemplary customer service

• Performed technical triage to assist customers experiencing difficulties with their wireless services or devices

High Five Sportswear, Tukwila, WA 2005 to 2006

Call Center Sales Associate

• Prepared and maintained customer records and account information

• Handled inbound and outbound calls from customers and potential customers

• Promoted services and products increasing customer base and customer sales EDUCATION

Computer Application & Career Development (CACD), Washington Women’s Employment & Education

(WWEE), Kent, WA January 2003

Reaching Employability & Achieving Career Habits (REACH), Washington Women’s Employment & Education (WWEE), Kent, WA December 2002

General Studies, Business and English Emphasis, Highline Community College, Des Moines, WA 1984 - 1988

ADDITIONAL SPECIAL DUTIES AT AMAZON.COM

Answer Person (AP) Duties, Peer-to-Peer Mentoring Program, Leadership requested projects and committees REFERENCES

Available upon request

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