ANTOLINA

FERGUSON

ad4obj@r.postjobfree.com

786-***-****

North Miami, FL 33161

Bold Profile

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. PROFESSIONAL SUMMARY

Afni Inc, Verizon - Customer Service Representative Miami, FL • 03/2021 - 02/2024

-Managed approximately 60 incoming calls, emails and faxes per day from customers.'

-Handled inbound customer inquiries via phone, email, and chat in a timely and professional manner

- Assisted customers with account inquiries, billing issues, and general service requests

- Resolved customer complaints and issues effectively, ensuring high levels of satisfaction

- Utilized CRM system to document customer interactions and follow up on open cases

- Collaborated with other departments to resolve complex customer issues

- Met or exceeded performance metrics such as average handle time and customer satisfaction scores

Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Tmoblie - Sales Associate

Atlanta, GA • 03/2021 - 11/2023

WORK HISTORY

• Investigated and resolved accounting, service and delivery concerns. Handled customer inquiries and suggestions courteously and professionally.

•

Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.

•

Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.

•

Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.

•

Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product

•

Excellent verbal and written

communication skills

- Strong interpersonal skills and

ability to build rapport with

customers

SKILLS

Proven success in customer

service and consultative sales

environment (two years+), with

passion for building customer

loyalty through exceptional

listening, consultative

relationship building,

resourcefulness and strong

written and verbal

communication

•

Integrity to manage sensitive

card member information and

adhere to all Regulatory and

Compliance guidelines related to

servicing and sales practices

•

Passion for consultative sales,

recommending products or

solutions tailored to each

customer

•

Resilience needed to efficiently

manage steady stream of

customer calls, while balancing

performance to meet variety of

metrics, effectively manage

through change, and remain

positive in difficult situations

•

Ability to adapt communication

style to wide variety of

personalities and situations

•

Commitment to implementing

feedback as means to achieving

•

Additional Requirements:

- Proficient in handling customer

inquiries, complaints, and

escalations

- Demonstrated ability to multitask

and prioritize tasks effectively

- Sound problem-solving skills with

attention to detail

- Familiarity with American Express

products and services

- Ability to adapt quickly to new

systems and processes

- Proficient in Microsoft Office Suite

and CRM software all Metrics

individual and team performance

goals

Technical savvy to multi-task and

navigate through computer

systems and applications with

speed and accuracy

•

Timeliness and reliability, as it is

imperative you are at work on

time and adhere to your

schedule each day

•

• Teamwork and Collaboration

Key stakeholder relationship

building

•

• Strategic sales knowledge

Miami Dade College

Miami, FL • 06/2022

Bachelor of Arts: Bachelor of Arts

in Business Administration

EDUCATION

GoPuff - Customer Service Representative

Miami, FL • 04/2018 - 10/2022

knowledge.

Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.

•

Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.

•

Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.

•

Increased sales revenue through effective product recommendations tailored to individual customers.

•

Increased customer satisfaction by providing exceptional service and addressing inquiries promptly.

•

Improved sales performance by actively promoting products and engaging customers in informative conversations.

•

Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

•

Managed approximately 30 incoming calls, emails and faxes per day from customers.

•

Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

•

• Investigated and resolved accounting, service and delivery concerns. Handled customer inquiries and suggestions courteously and professionally.

•

• Delivered prompt service to prioritize customer needs.

• Responded proactively and positively to rapid change. Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

•

Increased efficiency and performance by monitoring team member productivity and providing feedback.

•

• Trained staff on operating procedures and company services. Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

•

• Updated account information to maintain customer records. Developed strong product knowledge to provide informed recommendations based on individual customer needs.

•

Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

•

French

Full Professional

Spanish

Professional Working

LANGUAGES

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