Customer Service Representative

Theresa OKeefe

Newark, DE

484-***-**** *.**********@*****.***

https://www.linkedin.com/in/theresa-okeefe-4b6985250/ Professional Summary

Dynamic and results-driven professional with extensive experience in customer service, operations, and team leadership. Recognized for exceptional performance, attention to detail, and the ability to thrive in fast-paced environments. Seeking a challenging role where I can leverage my expertise in customer relations and team development to drive success and growth. Skills

● Customer Service Excellence

● Time Management & Organizational Skills

● Salesforce CRM Proficiency

● Active Listening & Effective Communication

● Independent & Self-Motivated

● Training & Development

● De-escalation Techniques

● Attention to Detail

Professional Experience

TTEC

Tier 2 Customer Service Representative

February 2023 – Present

● Delivered high-quality customer service through phone and email, consistently meeting or exceeding client expectations and all measured metrics.

● Played a key role in a pioneering Concierge project, contributing to its successful completion and improving team performance through effective training and mentorship.

● Resolved customer concerns and escalations, providing timely solutions and maintaining detailed documentation of all interactions.

● Enhanced customer experiences by collaborating closely with field and internal teams, ensuring all requests were addressed promptly.

Self-Employed Contractor

Rideshare/Delivery Driver

June 2017 – February 2023

2

● Optimized working hours by identifying peak times and high-demand areas, resulting in increased efficiency and meeting personal performance goals.

● Delivered exceptional customer service, resolving issues and responding to inquiries via phone and text, which led to a high rate of repeat business.

● Maintained a clean and safe vehicle environment, ensuring passenger satisfaction and punctuality, contributing to a strong, reliable reputation. Self-Employed

Cosmetologist

May 1999 – June 2017

● Developed and maintained a loyal client base by providing personalized services and exceptional results, leading to consistent repeat business.

● Managed all aspects of salon operations, including scheduling, inventory management, and customer relations, enhancing overall business efficiency.

● Trained new employees, fostering a collaborative work environment and improving team productivity and service quality.

● Implemented thorough sanitation practices and detailed record-keeping, which increased client trust and satisfaction.

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