Customer Service Representative
Resume:
Kymyada Durr
Brooklyn, NY *****
********-****-****-****-************@***********.***
Work Experience
Customer Service Representative
Shiftsmart-Dallas, TX
April 2016 to December 2023
•Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
•Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
•Maintained detailed records of all customer interactions in CRM system for future reference and analysis
•Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
•Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
•Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
•Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
•Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
•Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
•Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
•Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
•Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
•Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries
•Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
•Collaborated with the product development team to provide valuable customer feedback on product features, usability, and enhancements
•Upsold additional products or services to customers based on their needs and preferences
Cashier/Customer Service
Dollar Tree-Hammond, IN March 2012 to May 2013
•Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
•Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
•Implemented effective upselling techniques to increase sales of promotional items or add-ons
•Collaborated with the store management team to resolve pricing discrepancies or product returns
•Maintained knowledge of current promotions, sales events, and store policies to provide accurate information to customers
•Contributed ideas for improving checkout processes or enhancing customer experience based on feedback from customers or colleagues
•Collaborated with other departments such as receiving or merchandising teams to ensure efficient operations
•Assisted in inventory management by monitoring stock levels at the checkout counter
•Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
•Resolved customer complaints regarding pricing errors or product availability with professionalism
•Maintained confidentiality of sensitive financial information during transactions
•Performed opening/closing duties including counting money in the register before/after shifts
•Achieved consistently high scores on mystery shopper evaluations through exceptional service delivery
•Demonstrated strong attention to detail when processing complex transactions involving multiple payment methods
Education
GED
Area community center - Chicago, IL March 2015 to November 2015
Skills
•Salesforce
•Order Fulfillment
•Customer service
•Work ethic
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