Customer Service Representative

NAJIYAH

FIELDS

********@*****.*** 330-***-****

Youngtown, OH 44506

PROFESSIONAL SUMMARY

Dedicated and adaptable customer service professional seeking a remote Customer Service Representative position. Bringing strong communication skills, empathy, and problem- solving abilities to ensure exceptional customer experiences in a work-from-home setting. SKILLS

Proficient in CRM software, helpdesk

platforms, and Microsoft Office Suite

Excellent verbal and written

communication skills

Strong problem-solving abilities with a

focus on finding effective solutions

Ability to work efficiently in a remote

environment, managing time effectively

and meeting deadlines

Detail-oriented with a commitment to

accuracy in documentation and data

entry

Customer-focused mindset with a

dedication to providing personalized

support and building positive

relationships

Empathy: Ability to understand and

empathize with customer concerns,

ensuring a compassionate and

supportive interaction.

Patience: Capacity to remain calm and

composed, even in challenging

situations, to provide effective solutions

and deescalate tensions.

Active Listening: Skill to attentively

listen to customer needs and concerns,

facilitating accurate problem resolution

and fostering trust.

Adaptability: Willingness to quickly

adapt to changing customer needs,

procedures, and technologies, ensuring

seamless service delivery.

Collaboration: Aptitude for working

collaboratively with team members and

supervisors to share insights, solve

problems, and improve processes.

WORK HISTORY

Cashier Burlington Coat Factory Department Store - Youngstown, OH 02/2024 - Current Greeted customers entering store and responded promptly to customer needs. Welcomed customers and helped determine their needs. Worked flexible schedule and extra shifts to meet business needs. Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Helped customers complete purchases, locate items, and join reward programs. Restocked and organized merchandise in front lanes. Assisted customers with returns, refunds and resolving transaction issues. Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.

Handled multiple payment methods securely, minimizing discrepancies and potential losses.

Answered questions about store policies and addressed customer concerns. Enhanced customer satisfaction by providing efficient and accurate cash transactions. Customer Service Representative WIPRO HEALTH PLAN SERVICES 01/2023 - 01/2024 Responds to customer inquiries via phone, email, and chat, addressing product- related questions, order inquiries, and service issues promptly and professionally Utilizes CRM software to document customer interactions, update customer information, and track issue resolution, ensuring accurate and thorough records Collaborates with cross-functional teams to escalate complex issues, share customer feedback, and identify opportunities for process improvement Demonstrates strong problem-solving skills to resolve customer complaints, manage escalations, and exceed service level agreements.

Customer Care Representative FIRST ADVANTAGE 01/2022 - 01/2023 Provided technical support and troubleshooting assistance to customers via phone and email, diagnosing issues and guiding customers through solutions Educated customers on product features and functionality, empowering them to utilize products effectively and maximize value

Conducted product demonstrations and training sessions for new customers, ensuring a smooth onboarding process and fostering product adoption Assisted with quality assurance initiatives by providing feedback on support processes, documentation, and training materials.

Customer Care Representative PHARMACY DATA MANAGEMENT 01/2022 - 01/2022 Provided exceptional customer service via phone, email, and chat, addressing inquiries, resolving issues, and processing orders accurately and efficiently Demonstrated strong problem-solving skills to identify and resolve customer concerns promptly, resulting in increased customer satisfaction ratings Maintained detailed records of customer interactions and transactions in CRM system, ensuring accurate documentation and follow-up

Collaborated with cross-functional teams to streamline processes and improve overall customer experience.

EDUCATION

University of Akron

ASSOCIATE OF CRIMINAL JUSTICE

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