Social Media Customer Service

Bre'Shara Smith

Charlotte N.C. 912-***-****] **********@*****.***

EDUCATION

Claflin University Orangeburg, South Carolina

Psychology Graduation Date: May 2018

WORK EXPERIENCE

Concentrix Savannah, Georgia

AT&T Retention Represenitive Sep 2021 - Feb 2022

¢ Responded to an average of 100 customer inquiries per day through phone, email, and social media

* Maintain up-to-date knowledge about AT&T

* Saved 97% of customers from leaving through expert retention skills and upselling

¢ Reduced customer wait time by 15% through optimized staffing and scheduling conversations.

OnBrand24 Savannah, Georgia

Multi-contracts Jun 2020 - Aug 2021

* Successfully navigated difficult conversations with clients in order to upsell them on additional services

¢ Reduced unemployment rate by 10% through the implementation of a new training program.

* Successfully diffused hostile situations with clients, de-escalating the issue 98% of the time.

Kelly Connect Remote

Verizon Customer Service Mar 2022 - Oct 2022

* Utilized active listening skills to understand customer needs and provided tailored solutions, resulting in a 5%

increase in first call resolution rates.

Demonstrated excellent verbal communication by effectively conveying complex technical information to

customers, leading to a 15% decrease in calls transferred to tech support.

¢ Received an average of 400 inbound calls per day.

PROJECT EXPERIENCE

Claflin University Organization Orangeburg, South Carolina

Sisters of Service May 2017 - May 2018

* Served the community by providing meals to families in need.

¢ Visit the senior citizens and spend time with them.

¢ Coordinated with local businesses to provide resources and donations to families in need.

Claflin University Organization Orangeburg, South Carolina

Public Health club Apr 2018 - May 2018

¢ Setting up H.I.V. Awareness posters and spread awareness to the campus and students.

¢ Planted a Garden for healthy eating.

¢ Participated in the Pepsi cola Recycling challenge

SKILLS & INTERESTS

Skills: Microsoft Office (Excel, Word, PowerPoint) Live chat, Help desk, Data entry, Telemarketing, troubling

shooting.

Interests:

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