Customer Service Representative

Suzanna Kiawa

***********@*****.*** 806-***-**** Wylie, TX

Summary

Seasoned professional with 10 years of customer-focused experience, adept in managerial roles and enhancing customer satisfaction. Proven track record in operational leadership, staff training, and developing marketing strategies to increase engagement and sales. Seeking a Remotes role to leverage expertise in customer service excellence, conflict resolution, and team performance optimization.

Work Experience

State Farm

Customer Service Representative Remote Nov 2023 - Jul 2024

• Responded to customer inquiries, educated them on billing and payment procedures, and swiftly resolved concerns to enhance the customer experience.

• Conducted training for staff on company policies and operational procedures, ensuring a knowledgeable and efficient team.

• Managed cash supplies for multiple checkout stations and coordinated the merchandising of products to maximize sales potential.

• Facilitated team performance by resolving conflicts, cross-training employees, and maintaining high productivity within tight deadlines.

Suzy's Hair

Manager Wylie Oct 2016 - Present

• Oversee daily operations and staff coordination to maintain high customer satisfaction.

• Develop and implement marketing strategies to bolster customer engagement.

• Drive sales growth through targeted promotional initiatives. Marketing Tools

Manager Oct 2016 - Jul 2019

• Trained staff on organizational procedures and customer service policies, ensuring efficient operation and knowledgeable team performance.

• Enhanced customer satisfaction by resolving inquiries and issues promptly, maintaining a focus on empathetic communication and effective problem-solving.

• Executed marketing campaigns and hosted promotional events to increase brand awareness and strengthen customer engagement, leading to improved market presence.

Sam's Club

Lead Ambassador Jul 2014 - Oct 2016

• Engaged with guests to provide hospitality and resolve service issues, fostering trust and enhancing customer satisfaction.

• Assisted in the implementation of operational policies and procedures to improve service delivery.

• Represented the organization at professional conferences and charity events, promoting its mission and values through presentations and interactions.

Education

Wylie High School

High School Diploma Wylie, TX

Certifications

Texas All Lines Adjusters 2024

Skills

Customer Service, Excellent Written and Verbal Communication, Strong Analytical and Account Research Skills, Ability to Navigate Through Multiple Systems, Inbound and Outbound Calling, Critical Thinking, Sales Expertise, Upselling and Cross Selling, Negotiation and Persuasion, Professional Telephone Etiquette, Excellent Attention to Detail, Conflict Resolution, Strong Interpersonal Skills, Customer Relationship Management (CRM), Data Entry, Ability to Work Well Under Pressure, Strong Problem Solving and Soft Skills, Medical Terminology, Product Knowledge, Account Updating, Paperwork Processing, Complaint Resolution

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