Customer Service Representative

April Stringfield

********@*****.*** 757-***-**** Williamsburg, VA

SUMMARY

Dedicated professional with 4 years of customer service experience, adept at resolving inquiries and maintaining high service standards in remote and face-to-face environments. Skilled in high-volume call handling, nightly auditing, and dispute resolution. Seeking a Remote role, bringing a track record of professionalism, multitasking, and seamless service delivery.

WORK EXPERIENCE

U-Haul

Remote Customer Service Representative Jun 2021 - Present

• Provide comprehensive customer support via phone, email, and live chat, ensuring a positive experience for all U-Haul clients.

• Manage and resolve customer inquiries related to rentals, services, and billing, delivering solutions that align with company policies and customer satisfaction goals.

• Utilize U-Haul's reservation system to book, modify, and cancel reservations for trucks, trailers, and other rental equipment.

• Assist customers with troubleshooting common issues and provide detailed guidance on the use and return of rental equipment.

• Maintain up-to-date knowledge of U-Haul's products, services, and promotions to offer accurate information and recommend appropriate solutions to customers.

• Collaborate with team members and other departments to address complex customer concerns and escalate issues when necessary.

• Document customer interactions, transactions, and feedback in the company's CRM system, ensuring accurate records for future reference.

• Contribute to team efforts by meeting or exceeding individual performance metrics and service level agreements. Holiday Inn Express and Suites Williamsburg, VA

Night Auditor Aug 2020 - May 2021

• Conducted nightly audits of hotel financial transactions to ensure accuracy and compliance with accounting standards and company policies.

• Managed front desk operations during the night shift, providing exceptional customer service to guests and addressing any concerns or requests.

• Balanced and reconciled all accounts, including cash, credit, and room charges, to maintain accurate hotel records and financial integrity.

• Prepared comprehensive reports summarizing daily revenue, occupancy rates, and any discrepancies for management review.

• Assisted in the training and development of new night audit staff to uphold company standards and improve team performance.

• Utilized hotel management software to update guest accounts, process check-ins and check-outs, and handle reservations.

• Responded to emergency situations with composure and efficiency, following established protocols to protect guests and property.

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Apple One/ Maximus Hampton, VA

Call Center Customer Service Representative Jun 2020 - Jul 2021

• Addressed inbound customer inquiries and provided detailed information regarding Apple One/Maximus products and services.

• Managed a high volume of calls with a focus on quality, accuracy, and customer satisfaction.

• Utilized strong problem-solving skills to resolve customer issues and concerns efficiently.

• Documented all customer interactions in the company's database, ensuring accurate record-keeping.

• Collaborated with team members to meet and exceed call center targets and performance goals.

• Maintained up-to-date knowledge of company policies, procedures, and product offerings to provide informed support.

• Handled sensitive information with confidentiality and in compliance with data protection regulations.

• Contributed to a positive team environment by sharing knowledge and participating in training initiatives. EDUCATION

Surry High School

High School Diploma

Dendron, VA

SKILLS

Microsoft Word • Problem-Solving • Attention to Detail • Technical Proficiency • Multi-Channel Communication

• Communication • Adaptability • Data entry • HIPAA Compliance • • Problem-Solving • Computer Literacy • 55 WPM Typing speed

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