Customer Service Representative

Loleeta Rivers

Pembroke Pines, FL *****

Cell: 561-***-****

Email: *************@*****.***

Dedicated and customer-focused professional with 20 years of experience in providing excellent customer service. Skilled at problem-solving, managing customer inquiries, and maintaining a positive experience. Delivering outstanding service and helping customers find solutions to their needs.

Skills

Excellent communication and interpersonal skills

Knowledge of retail and customer service practices

Proficient in using POS systems and handling cash

Ability to work in a fast-paced environment

Team player with a positive attitude

Handled inbound and outbound calls

Professional Experience:

Customer Service Representative

Home Depot Hollywood, FL 05/2019 - 05/2024

Provided exceptional customer service by answering inquiries, guiding customers through product selection, and offering solutions for their needs.

Resolved customer complaints efficiently, ensuring a positive shopping experience.

Assisted customers with locating items in-store and provided detailed product information.

Operated cash registers and processed transactions, including returns and exchanges.

Collaborated with team members to maintain store appearance and restock shelves, ensuring an organized environment.

Customer Service Agent

Amazon Miami, FL 02/2019 - 12/2019

Handled a high volume of customer inquiries in a fast-paced environment, ensuring timely and accurate responses.

Processed refunds, replacements, and order adjustments in compliance with company policies.

Tracked and monitored customer orders, resolving any delivery-related issues.

Identified recurring issues and recommended process improvements to enhance the customer service experience.

Maintained detailed records of customer interactions and feedback for reporting purposes.

Warehouse Associate

Caterpillar Inc. Hialeah, FL 01/2017 - 06/2018

Delivered outstanding service by responding to customer inquiries, addressing product concerns, and resolving issues in a timely manner.

Assisted customers with order placements, returns, and warranty claims, maintaining accurate records of all interactions.

Collaborated with technical teams to provide customers with detailed information on product specifications and machinery operation.

Managed high-volume calls and emails, providing solutions and escalating cases when necessary.

Contributed to increasing customer satisfaction rates through effective communication and follow-up.

Customer Service Rep

Inktel Miramar, FL 05/2015 - 12/2017

Handled inbound and outbound customer inquiries through phone, email, and chat, ensuring timely and accurate responses.

Resolved customer concerns by analyzing issues, providing solutions, and escalating complex cases to appropriate departments.

Managed customer accounts, processed orders, and tracked shipments, ensuring smooth and efficient customer interactions.

Consistently met performance metrics, including call handling time, resolution rates, and customer satisfaction scores.

Collaborated with internal teams to provide product and service updates to customers, ensuring they received up-to-date information.

Customer Service Rep

Norwegian Cruise line Miami, FL 09/2011 - 01/2013

Assisted cruise passengers in booking shore excursions, dining reservations, and special onboard services.

Handled complaints related to cruise experiences, ensuring that issues were resolved efficiently to maintain customer loyalty.

Processed payments, refunds, and applied discounts based on loyalty memberships or promotional offers.

Helped guests navigate the company’s website and mobile apps, improving their overall experience with online services.

Received praise for proactive customer service and resolving guest concerns promptly and professionally.

Education and Training

Miami Dade College Miami, FL

Bachelor's Degree - Travel and Tourism

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