Customer Service Representative
Resume:
Angelic Wilkerson
Little Rock, AR *****
*******.*********@*****.***
Motivated individual with over 12 years of customer service. Seeking to leverage proven experience and achievements in a respectable company. Accompanied by my 4 years of management and team lead background, I’m ready to go above and beyond what is required. Work Experience
Customer Service Representative
Rock Region METRO-Little Rock, AR
September 2023 to Present
• Answer inbound customer calls regarding all aspects of Rock Region METRO’s public transit service in a friendly, knowledgeable, accurate and timely manner.
• Accurately and quickly log the nature of customer calls within a customer service database for planning purposes and tracking and resolution of problems.
• Correctly identify the nature of a customer’s need, trouble-shoot for the right solution for the situation and demonstrate superior judgement to assist the customer, while maintaining agency policies and delivering consistent support to customers.
• Perform needed preliminary fact-finding for items that require investigation performed by another team member.
• Outline and demonstrate when applicable appropriate self-help resources for customers.
• Resolve each customer interaction with a discussion recap, noting any next steps, if applicable.
• Operate multiple software platforms to perform daily work. (Training is provided.)
• Ensure canceled trips are communicated to the appropriate dispatch team (paratransit or microtransit) in a timely manner.
• Demonstrate respect for customer diversity, with an inclusive attitude and consistent, polite and professional approach to all customer interactions.
• Proactively communicate common rider questions and concerns to the customer service manager. Shift Lead
Defy-Little Rock, AR
March 2022 to Present
• Manage an shift of 5+ crew members.
• Insure that all staff are assigned stations and are following safety guidelines.
• Handle guest relations, complaints, injuries.
• Count registers and do daily deposits.
• Delegate cleaning and sanitizing duties.
• Ensure that parties are book and staffed; rooms are reset after each party. Customer Service Representative
FIS-Little Rock, AR
August 2022 to September 2023
• Manage large amounts of incoming phone calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer account changes
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Provide information about credit card and credit reporting. Night Auditor
Four Points by Shearton-Little Rock, AR
March 2022 to August 2022
Responsibilities
• Check in guests, answer phones and take reservations
• Respond to guest complaints, requests and emergencies
• Process invoices, post checks to vendors and distribute employee checks
• Reconcile accounts
• Balance the cash drawer and log receipts
• Investigate and resolve out-of-balance accounts
• Keep accurate financial records and ledgers
• Help prepare for forecasts and audits
Licensed Insurance Customer Service Representative Sykes-Remote
September 2019 to September 2021
• Answer questions concerning policy.
• Make policy adjustments.
• Handle billing payments
• Manage customer accounts.
• Resolved customer’s issues.
Food Service Associate
Arkansas Children's Hospital-Little Rock, AR
December 2016 to July 2020
• Overseeing day-to-day shift operations
• Open and Close each shift.
• Monitor daily sales activities.
• Conduct and arrange appropriate orientation for all new staff
• Keep inventory
• Remain updated on safety and health practices for food services Shift Manager
zoes kitchen-Little Rock, AR
October 2015 to May 2017
• Managed 10-person shift
• Created shift schedules
• Generated reports and receipts
• Performed open and close at the beginning and end of each shift
• Trained all new staff
Leasing Agent/Assistant Manager
Monticllo Estates-Monticello, AR
October 2014 to June 2016
• Greeting prospects
• Screening applications
• Setting appointments
• Registering applicants
• conducting background checks
• Scanning documents for compliance approval
• Weekly reports and inspections
• Collecting debit funds on each account
• Bank deposits
• Ordering supplies as needed
• Following guidelines for section 42 Tax Credit Property and etc. Education
Bachelor of Business Administration in Business Administration UNIVERSITY OF CENTRAL ARKANSAS - Conway, AR
Skills
• Exceptional sales skills with auto, home and life insurances. Attention to detail. Fast learner. 60 wpm. Microsoft office. Outstanding people skills. Management.
• Property Management
• Guest Relations Experience
• Account Reconciliation
• Account Management
• Telecommunication
• Analysis skills
• NetSuite
• QuickBooks
• Organizational skills
• Microsoft Powerpoint
• Time management
• Negotiation
• Accounts receivable
• Accounting
• Customer relationship management
• Salesforce
• Leadership
Certifications and Licenses
Property & Casualty License
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