Customer Service Associate
Resume:
Cornelius Durden
Jacksonville, FL *****
*****************@*****.***
Authorized to work in the US for any employer
Work Experience
Mediation specialist
Southwest Mediation - Atlanta, GA
December 2021 to July 2023
Met company goal of 25000 monthly in revenue
Assisted clients with 3rd party arbitration
Took inbound and outbound calls
Navigated CRM systems
Processed financial transactions
Customer Service Associate
CheckSmart - Euclid, OH
February 2017 to February 2021
• Work with customers to find the best financial solutions to fit their needs
• Participate in ongoing trainings to stay up to date on our products and processes
• Verify customer information and process loans
• Check cashing transactions after following verification procedures
• Communicate effectively with customers providing excellent customer service
• Adhere to all company policies, procedures, and customer confidentiality requirements
• Create a positive, respectful environment among peers, superiors, and customers Team Lead Customer Service
SAFETOUCH SECURITY - Jacksonville, FL
June 2017 to December 2017
Ensure that clients are satisfied at all times by providing prompt response and solutions to their complex issues
Monitor calls to ensure that due procedures and quality standards are strictly adhered to by the reps
Be in charge of running and managing the call center daily, in the absence of the supervisor
Conduct regular review of the reps' performance and organize training sessions for under performers
Conduct side by side monthly reviews of the reps
Keep up with trends and happenings in the industry and ensuring adherence to industry standards
Motivate my team with incentives; coach and mentor; set goals; acknowledge achievements; and provide feedback on difficult calls
Selector
C&S Wholesale Grocers - Jacksonville, FL
June 2014 to June 2017
Was to pick or select orders made for the grocery stores on a electric pallet jack or forklift in a timely but efficient and safe manner
Advisor/Technical support 1
CONVERGYS - Jacksonville, FL
July 2013 to June 2014
Record, track, and document the tech support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Build rapport and elicit problem details from the customers
Prioritize and schedule problems., escalate problems (when required) to the appropriately experienced technician
Apply diagnostic utilities to aid in troubleshooting Apple products (iPhones, iPads, iTunes and iPods)
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, configuring systems and applications
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups to ensure customer satisfaction INTERIM MANAGER/SERVER & HOST
Brookdale Senior Living - Jacksonville, FL
October 2010 to August 2012
Deliver friendly and efficient service to ensure a pleasant dining experience for all guests
Trained new servers on menu knowledge and steps of quality service
Learned the menu for each function served and explained the major ingredients and preparation methods for each item to be served
Led banquet team in setting up and breaking down buffet and other special food services stations following standard policies and procedures
Scheduled working hours of staff and rotation of shifts Education
High school diploma
Skills
• Help Desk
• Software Troubleshooting
• Computer Networking
• Technical Support
• Pallet Jack
• Network Support
• Troubleshooting
• Operating Systems
• Desktop Support
• Remote Access Software
• ICD-10 (1 year)
• ICD-9 (Less than 1 year)
Assessments
Customer focus & orientation — Proficient
June 2021
Responding to customer situations with sensitivity Full results: Proficient
Customer service — Proficient
June 2021
Identifying and resolving common customer issues
Full results: Proficient
Sales skills — Proficient
July 2021
Influencing and negotiating with customers
Full results: Proficient
Forklift safety — Proficient
July 2021
Best practices and safety hazards in forklift operation Full results: Proficient
Work motivation — Proficient
July 2021
Level of motivation and discipline applied toward work Full results: Proficient
Attention to detail — Proficient
July 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Front desk agent (hotel) — Proficient
August 2023
Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Proficient
Call center customer service — Proficient
July 2021
Demonstrating customer service skills in a call center setting Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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