Customer Service Representative
Resume:
Brittany Walker
Memphis, TN *****
*****************@*****.***
Customer Service Representative with over 10 years of experience in telephone customer service, including sales, tech support, and customer care. Familiar with major customer service software and conflict resolution, and possess a positive attitude. Aiming to use my proven skills to effectively fill any customer service position.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Shelby County Schools - Memphis, TN
December 2020 to November 2023
Call Center Representative/ Clerical versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Motivated customer service specialist with over years retail experience in a fast-paced,team-based environment. Excellent communicator with [2]
years in a demanding call center environment as a Customer Service Representative. Patient and empathetic with extensive background in conflict resolution and customer care. Desires a role. Friendly Sales Associate adept at working in diverse retail and customer service environments.
Sales professional adept at tracking and following up on hot leads, managing accounts and building long-term
relationships with customers. Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer abilities.
Clerical
Regional One Health - Memphis, TN
December 2016 to September 2023
• Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
• Trained two new employees in how to use Kayako, entering customer data and organizing customer interaction logs
• Received an average 85% customer satisfaction rating to date, 15% higher than the company average
• Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations
Clerical
Nelson Case Corporation - Memphis, TN
May 2017 to December 2021
1. Collected customer feedback and made process changes to exceed customer satisfaction goals. 2. Made reasonable procedure exceptions to accommodate unusual customer requests. 3. Provided accurate and appropriate information in response to customer inquiries. 4. Demonstrated mastery of customer service call script within specified timeframes. 5. Addressed the customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times.
6. Developed effective relationships with all call center departments through clear communication. 7. Ran reports and supplied data to fulfill customer report requirements. 8. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
9. Built customer loyalty by placing follow-up calls for customers who reported product issues. Exceptional communication skills
MS Windows
Multi-line phone talent
Quick
leaner
Strong client relation
Customer Service Representative
Jabil Inc - Memphis, TN
September 2014 to October 2017
Handled daily heavy flow of
paperwork and cooperated with the accounting departments on invoicing and shipping problems.
Conducted
weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation. Answered product questions with up-to-date
knowledge of sales and store promotions.
Bagged, boxed or gift-wrapped sold merchandise per customer's request. Developed reputation as an efficient service provider with high levels of accuracy. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Maintained cleanliness and presentation of
stock room and production floor.
Monitored
cash drawers in multiple checkout stations to ensure adequate cash supply.
Front Desk Assistant
Tennessee State University - Nashville, TN
August 2011 to May 2014
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets Education
Bachelor's in Nursing
Tennessee State University - Nashville, TN
August 2011 to May 2014
High school or equivalent in High school
Mitchell High School - Memphis, TN
August 2008 to May 2011
Skills
• Microsoft soft (10+ years)
• Clerical (5 years)
• Customer Service (7 years)
• Typing (10+ years)
• Receptionist (7 years)
• Childcare (10+ years)
• Nursing
• Computer literacy (10+ years)
• Medical office experience (7 years)
• Medical receptionist (10+ years)
• Medical Records (10+ years)
• Phone Etiquette (10+ years)
Certifications and Licenses
First Aid Certification
CPR Certification
January 2017 to March 2023
Driver's License
January 2020 to June 2026
Assessments
Early childhood development — Proficient
October 2021
Knowledge of the development of children ages 0-3 and of ways to foster that development Full results: Proficient
Home health aide skills — Proficient
July 2021
Providing care to patients in a home setting
Full results: Proficient
Work style: Reliability — Proficient
March 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Warehouse safety — Proficient
June 2022
Using safe practices in a warehouse setting
Full results: Proficient
Customer focus & orientation — Proficient
August 2021
Responding to customer situations with sensitivity 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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