Customer Service Representative
Resume:
Antonia Wakhweya
***************@*****.***
JOB TITLE
Customer Service/Support Representative
EDUCATION & SKILLS
Northern Virginia Community College – Mass Communications – Current
George Mason University-Transfer
Microsoft word, Excel, Outlook, Access, PowerPoint
Customer Retention. Empathetic & Courteous
PROFESSIONAL SUMMARY
Customer Service Representative with over four to five years’ experience supporting sales teams and projects in reaching their success point, this can range from in person to remotely working with customers. Recognized for exceptional communication and interpersonal skills while interfacing with diverse clientele. Proven ability to deliver high customer satisfaction ratings.
EXPERIENCE
Rainbow Shops, Alexandria, VA June 2019-Present
Store Manager
Managed and resolved over 50+ escalated customer complaints per day, processing returns, exchanges and changes to service levels.
Trained new employees on CRM software to deliver high-quality customer service.
Achieved average customer service ratings of 87%, 20% higher than the company average customer service.
Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 22%
Actively worked to display a courteous and empathetic attitude to customers, resulting in net promoter over 50
Barnes & Nobles, Alexandria, VA June 2019-August 2019
Customer Service Representative
Documented customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers.
Maintained up-to-date customer records in HubSpot CRM media.
Maintained a knowledge base of the evolving product offerings, and improved customer retention by over 10% by proactively recommending new books and others to existing customers.
Provided quality customer service in a high-volume call center processing transactions and assisting with service sign-ups.
Achieved outstanding customer service ratings via an external audit, earning 100% in categories such as communication, listening and problem solving.
Urban Alliance, Alexandria, VA Nov 2017-August 2019
Customer Service Agent – Intern
Used Microsoft office tools to track customer experiences, communication and marketing efforts.
Assisted in 200+ tele-sales that brought in new customers to the company.
Helped in resolving an average of 300 inquiries on weekly basis while meeting all performance milestones for speed and accuracy.
Exceeded targets in terms of sales volume and customer satisfaction by 32%
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