Customer Service Representative

FB FLORENCE BROWN

Covington, GA ***** (H) 229-***-****

**************@*****.***

PROFESSIONAL

SUMMARY

Results-driven customer service professional with over 5 years of experience in call center environments. Proven track record in resolving customer issues, ensuring client satisfaction, and achieving one-call resolutions. Highly meticulous worker with exceptional communication skills and expertise in conflict resolution. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

SKILLS Communication skills

Conflict resolution skills

Call de-escalation

Active/empathetic listener

Clerical Skills

Microsoft Word

Data/order entry

Types 45 WPM

Call Center Experience

Complaint Resolution

CRM Software

WORK HISTORY CSR - CUSTOMER SERVICE REPRESENTATIVE 07/2021 to 02/2024 Foundever formerly Sykes/Sitel

Researched and resolved claims for miss-directed or failed deliveries Processed payment for current orders/created quotes for future orders Tracked inventory and due-in-stock dates

Explained products pricing and availability.

GOOGLE HUMAN EVALUATOR-SQE 11/2019 to 01/2021

Sykes

Evaluated Google search engine results for accuracy in meeting the needs of the user

Analyzed the quality of Google search engine results per user's query Evaluated the comparative usefulness of a set of search engine results. CUSTOMER SERVICE REPRESENTATIVE I (CSR I) 02/2019 to 11/2019 Bank of the West

Proficiently answered a high volume of financial calls per hour Maintained and authenticated customer information to ensure accuracy and minimize fraud

Completed financial transactions for customers in an accurate and efficient manner

Facilitated account changes requested by customers Provided exceptional customer services to internal and external customers. CUSTOMER SERVICE REPRESENTATIVE I (CSR I) 08/2018 to 02/2019 American Red Cross

Served as primary point of contact for the American Red Cross customers Delivered elevated level of service via matching appropriate products to customers' needs

Utilized multiple software applications to answer customer inquiries, perform account maintenance and resolve basic technical issues Consistently met or exceeded quality assurance and call handle time metrics.

CUSTOMER SERVICE REPRESENTATIVE 01/2001 to 01/2003 Convergys

Answered customer inquiries about products and pricing Provided top-notch customer service to engender a loyal clientele Addressed customer billing concerns and demonstrated empathy, resolving problems on the spot

Managed call flow and responded to technical support needs of customers 2002 promoted to training team- trained new representatives with adherence to client training manuals and policies

2003 promoted to escalation team for client's overseas customer service representatives.

EDUCATION Political Science

Valdosta State University, Valdosta, GA

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