Customer Service Representative
Resume:
Breda Johnson
***********@*****.***
Canton, MS 39046
SKILLS
Customer Service
Communication Skills
Problem-Solving
Technical Proficiency
Attention to Detail
Multitasking
Teamwork
Adaptability
Professionalism
Regulatory Compliance
Phone Operations
Office Applications
Persuasive Speaking
Attentiveness
Compliance Management
Product Knowledge
Conflict Resolution
Data Entry
Quality Assurance
SUMMARY
Accomplished Customer Service Representative with a proven track record of delivering exceptional customer support across various industries, including hospitality, telecommunications, and e-commerce. Experienced in remote roles at Gold Coast Hotel, AT&T, and Amazon, demonstrating expertise in addressing customer inquiries, managing accounts, and resolving issues with efficiency and professionalism. Adept at leveraging strong communication, problem-solving, and multitasking skills to ensure customer satisfaction and exceed performance targets in virtual environments. Possesses a comprehensive understanding of customer service principles and a dedication to providing personalized assistance to diverse clientele. Ready to leverage diverse experience and skills to contribute to the success of a dynamic organization.
WORK EXPERIENCE
Customer Service Representative Jan 2021 – Dec 2023 Amazon Remote
• Responded to customer inquiries, concerns, and complaints promptly and professionally through virtual communication channels.
• Demonstrated expertise in Amazon's products, services, policies, and procedures to provide accurate guidance and assistance to customers.
• Managed orders, returns, and exchanges efficiently to ensure smooth transactions and resolve any related issues.
• Troubleshot technical issues with Amazon's website, mobile app, and digital platforms, providing clear instructions to customers for resolution.
• Collaborated with cross-functional teams to resolve complex customer issues and improve overall customer satisfaction.
• Actively participated in training sessions and stayed updated on Amazon's evolving products and policies to enhance skills and knowledge.
• Met and exceeded performance metrics, including response times, customer satisfaction ratings, and resolution rates.
Branch Customer Service Representative Aug 2014 – Jun 2020 AT&T Remote
• Provided comprehensive assistance to customers regarding inquiries, billing questions, service requests, and technical support needs through remote communication channels.
Telephone Etiquette
Empathy
Troubleshooting
Upselling
• Demonstrated expertise in AT&T's products and services to effectively address customer queries and promote appropriate solutions.
• Managed customer accounts, including processing orders, upgrades, cancellations, and handling billing inquiries and adjustments with accuracy.
• Offered technical support and troubleshooting guidance for various AT&T services and devices to assist customers in resolving connectivity and performance issues.
• Assisted customers with product inquiries, recommended suitable packages or upgrades, and facilitated sales transactions while adhering to sales targets and guidelines.
• Escalated complex or unresolved customer issues to appropriate departments or supervisors for further assistance or resolution.
• Adhered to company policies, procedures, and regulatory requirements while accurately documenting customer interactions, transactions, and resolutions in AT&T's systems.
Customer Service Representative Aug 2012 – Aug 2014 Gold Coast Hotel Remote
• Provided courteous and efficient assistance to guests via phone, email, or online chat, addressing inquiries, resolving issues, and ensuring a positive guest experience.
• Managed hotel reservations, including booking accommodations, processing cancellations or modifications, and addressing special requests, while adhering to hotel policies and availability.
• Assisted guests with billing inquiries, processed payments, and resolved any discrepancies or issues related to their accounts with accuracy and professionalism.
• Offered personalized concierge services to guests, including providing information about local attractions, dining options, transportation, and other amenities to enhance their stay.
• Handled guest complaints, concerns, or emergencies promptly and effectively, demonstrating empathy, and finding appropriate solutions to ensure guest satisfaction.
• Collaborated with other departments, such as housekeeping, maintenance, and reservations, to address guest needs and ensure seamless coordination and communication.
• Maintained accurate records of guest interactions, transactions, and resolutions in the hotel's system, and generated reports as required for management review and analysis.
EDUCATION
Bachelor of Applied Science: Communicative Disorders May 2017 South Seattle College, Seattle, Washington
High School Diploma May 2012
Canton High School, Canton, MS
REFERENCES
• References available upon request.
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