Customer Service Services Assistant
Resume:
Charita Hughes
Customer Service Professional
Anderson, SC 29621
*********@*****.***
Driven and passionate customer service professional with 10 years of hands on experience in various environments. Accountable and responsible with a strong focus on customer experience, service measurement and process improvement. I am a strong decision maker who understands the importance of compassion and patience. I am seeking a position that will allow me to further cultivate my passion for advocating and enriching the life of people in my community. Authorized to work in the US for any employer
Work Experience
Customer Service Manager (CSM)
Vicars Construction, LLC - Easley, SC
March 2019 to March 2021
• Maintains customer satisfaction by providing problems-solving resources.
• Answers customers’ questions.
• Manages staff
• Communicates job expectations to other employees.
• Plans, monitors, appraises, and reviews job contributions of others.
• Enforces company policies and procedures.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
• Prepares and completes actions plans.
• Implements production, productivity, quality, and customer-service standards.
• Resolves problems
• Identifies customer service trends and determines system improvements.
• Meets customer service financial objectives by forecasting requirements..
• Schedules expenditures.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Conducts surveys and forms focus groups.
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Maximizes customer operational performance by providing help desk resources and technical advice.
• Resolves problems and disseminates advisories and warnings. Human Services Assistant/Behavioral Health Aide
Quality Placement Authority - Anderson, SC
November 2017 to March 2019
• Assists in the care of mentally ill people who are housed in a specialized care facility.
• Works under the supervision of a mental health professional to perform basic duties.
• Assist patients with daily tasks such as eating, bathing and getting dressed.
• Ensuring that patients follow treatment plans and take the necessary medication.
• Accompany patients to appointments.
Customer Service Manager (CSM)
Parkseed - Hodges, SC
June 2014 to October 2017
• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Assisting other management team members in identifying trends and establishing call center goals.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing replacements or refunds.
Education
High School Diploma
Continental Academy - Coral Gables, FL
February 2006
Skills
• Microsoft Office (10+ years)
• Time Management (10+ years)
• Customer Service (10+ years)
• Management Experience (5 years)
• Communications (10+ years)
• Cash Handling (10+ years)
• Behavioral Health
• Home Care
• Laundry
• Process Improvement
• Vital Signs
Certifications and Licenses
CPR/First Aid
February 2018 to February 2020
Assessments
Verbal Communication — Highly Proficient
December 2019
Speaking clearly, correctly, and concisely
Full results: Highly Proficient
Nursing Aide Skills — Highly Proficient
April 2019
Measures a candidate’s ability to provide nursing aid to patients using knowledge of relevant equipment and procedures.
Full results: Highly Proficient
Personality: Customer Service Fit — Proficient
June 2019
Assesses personality traits that result in high-quality customer service. Full results: Proficient
Call Center Customer Service — Familiar
April 2019
Measures a candidate's ability to demonstrate customer service skills in a call center setting. Full results: Familiar
Reliability — Highly Proficient
January 2020
Tendency to be dependable and come to work
Full results: Highly Proficient
Customer Service — Proficient
March 2020
Identifying and resolving common customer issues
Full results: Proficient
Customer Focus & Orientation — Highly Proficient
July 2019
Responding to customer situations with sensitivity. Full results: Highly Proficient
Call Center Customer Service — Highly Proficient
March 2020
Applying customer service skills in a call center setting. Full results: Highly 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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