Customer Service Call Center
Resume:
Erin Kovac
I provide top notch customer service to solve problems while establishing rapport and
bringing positive results.
Patton, PA 16668
***********@*****.***
1. Over 20 years of expertise in customer service, sales, and retail sales. 2. Sharp communication skills, both remotely and in person. Excellent active listening skills. 3. Computer proficiency, typing skills, expert customer focus, and orientation. Multi-tasking abilities & willing to learn.
4. Ability to understand and convey product-related information in an educated, reassuring, and professional manner while in a real-time environment 5. Ability to accept and quickly apply coaching and feedback to improve individual performance and customer experience
6. High work ethic, reliable and punctual in reporting for scheduled work 7. Ability to be flexible as needed to meet the fluctuating business needs Authorized to work in the US for any employer
Work Experience
Independent Brand Partner
Savvi Lifestyle Co - Utah
February 2021 to Present
1. Independent Brand Partner working with the founders of a new Leisurewear/ Lifestyle Brand to launch the company.
2. Customer service for new & current customers. This includes asking questions to find the perfect product for them & listening to customer pain points. 3. Introduce new, potential leads to our Style Groups and Fashion Events. 4. Invite prospects to events or sending them links for information about the companies values, products, and compensation plan. Determine if lead would be a good affiliate or brand partner to promote and earn commission & bonuses.
5. Follow up with leads and answer questions. Handle objections & give examples for how our company is able to solve their needs. Use “Feel, Felt, and Found” to show understanding and turn a “No” into a
“Yes”. Sign up a new customers, Brand Affiliates, and Brand Partners. 6. Participate in weekly trainings via Zoom, Facebook Live, or other platforms and work closely with customers and affiliates to provide an encouraging, upbeat & positive environment. 7. Social Media Marketing experience to find new customers and potential leads. Upbeat & friendly personality who likes to have fun, but professional & business oriented. 8. Continually update personal website and add promotions as well as favorite products & other pictures and videos.
9. Always learning new business strategies. Whether in technology, sales, recruitment, or product knowledge training, staying on top of company & business skills. 10. Team work & community is a core value and I believe in working together and lifting each other up. Involved in team chats, Facebook groups, and attending events to build a strong, friendly and productive group.
Independent Consultant
The Body Shop at Home - North Carolina
October 2020 to Present
1. Independent consultant with the worlds first ethical beauty brand. 2. Year's of experience in direct sales and team building. 3. Strong customer service skills to determine customer needs and demonstrate products as well as make suggestions according to their wants.
4. Process party and hostess orders online and up-sale with products that work well together for maximum benefit and boost personal & team sales.
5. Advocate for companies core values and be the best model of those strong ethical and moral standards.
6. Introduce new products to potential leads and offer home-based business to those who are looking for extra income or full time income.
7. Create lasting relationships with the customers and other team members to bring positive rewards and support to benefit all.
8. Attend training and meetings on Zoom or Facebook Live to learn about current and new products. Learning ingredients and how the products are used to demonstrate for customers. 9. Gaining knowledge to recommend the best product & ingredient for each individual customer. Building rapport and asking questions to give a personal experience for each individual. 10. Reading PDFs, downloading product fact sheets and brochures. Keeping documents for sales, customer emails, Excel spreadsheets for bookkeeping & tax purposes. Customer Service Representative
Urban Outfitters Inc. - Indiana, PA
November 2021 to January 2022
• Professionally handle a high volume of incoming calls to help facilitate, analyze and resolve (i.e., troubleshoot) customer issues; strive to resolve customer issues via one call resolution guidelines and/ or escalate as appropriate
• Answer inbound customer service calls through telephone IVR dialer system
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products, services and account support
• Answer customer calls and actively listen to identify the issue
• Build strong customer relationships
• Use judgement and decision-making skills for account actions
• Maintain quality account documentation
• Handle confidential customer financial information
• Resolve customer issues being submitted via our research tool
• Document and track all customer call-related information in organizational platforms for auditing, reporting and compliance purposes
• Investigate and follow up on questions/issues to resolve concerns in an accurate and timely manner.
• Meet goals and objectives as set by management for call center environment
• Excellent verbal and written communication skills
• Strong customer service focus with a commitment to customer satisfaction
• Strong listening skills
• Ability to problem-solve
• Ability to navigate through multiple computer applications with speed and accuracy
• Proficient in Microsoft Windows OS and Microsoft Suite; confident in navigating multiple screens simultaneously in the Windows operating system environment and call center software; ability and willingness to learn and gain proficiency in new software systems; basic keyboarding skills 30-40 words per minute
• Ability to work multiple projects simultaneously, meet deadlines, adjust to changing priorities, and at times work under pressure
• Ability to work in a fast-paced environment
• Ability to work independently and in a team environment
• Ability to accurately read, analyze, interpret, and apply process and direction using general business concepts and methodologies
• Maintain a positive attitude
• Ability to relate to customers in a professional and courteous manner
• Excellent attention to details
• Ability and willingness to accept feedback to align to successful customer service; professional growth and development.
• Managed customer accounts
• Resolved customer issues
• Worked in the inbound call center
• Responded to inquiries and issues
• Handled emails, inbound calls, and outbound calls
• Kept records of customer complaints
• Assisted customers with questions
• Processed exchanges, refunds and orders
• Assisted customers with a warm and professional attitude
• Interacted with customers through live chat
Cashier/Customer Service
Walmart - Altoona, PA
April 2017 to January 2021
1. Responsibilities including handling money, processing returns, and customer service. 2. Layaway Lead Cashier during holiday season: record keeping, binning and auditing customer layaways.
3. Keeping department organized, packing customer layaway orders, safely storing layaways as well as communication tracking between employees in the department. 4. Processing new layaway orders and adhering to company policies in regards to minimum requirements, any payments, filing payments and computer input. 5. Positive customer service and delivering high quality service. Able to de-escalate issues that may arise by showing understanding and active listening. Communicate calmly and professionally, while showing empathy and working on how to solve the problem.
6. Communication with management and working as a team to keep store safe, neat, and flowing Used problems solving skills & quickly respond
7. Positive and upbeat personality to give customers the best service & invite then return. Out-going team player who believes in working together & effective communication and understanding. 8. Keeping cash, credit, and register drawers locked and signing-out keys for electronics department. Printing end-of-day sales slips and collecting tills for each register. Assisting customer service managers with till collection and imputing money into system with proper documentation. 9. Working in fast-paced, high-volume store and processing accurate transactions. Handled large orders and large quantities of money. Self-Check Out Host posted to 10-15 registers to manage & assist customers.
10. Opened Self-Check Out registers, kept area clean & orderly, assisting customers if they needed help. Watched for theft and proactively deterred shoplifting. Closed registers at end-of day printing reports for management.
11. Customer Service Desk cashier assisting with returns with adherence to store policy. Processed exchanges and kept records for Claims Dept. Used computer system to process returns, look up customer information & transactions.
Education
Practical Nursing Diploma in Practical Nursing (LPN, LVN) Greater Altoona Career & Technology Center - Altoona, PA August 2008 to August 2009
High school diploma
Skills
• Customer service (10+ years)
• Sales (10+ years)
• Marketing
• Outside sales (10+ years)
• Social media management (2 years)
• Digital marketing (2 years)
• Recruiting (10+ years)
• Leadership (10+ years)
• Business development (10+ years)
• Marketing (10+ years)
• Outside sales (10+ years)
• Social media marketing (1 year)
• Business development (10+ years)
• Writing skills
• Microsoft Office
• Direct sales
• Event planning
• Writing skills (10+ years)
• Management
• HIPAA (7 years)
• Healthcare (7 years)
• Home health (1 year)
• English
• Google Suite
• Senior care
• Microsoft Excel
• CRM software
• SEO
• IVR
• Salesforce
• Account Management
• Product Demos
• Time management
• Upselling
• Negotiation
• E-Commerce
• Microsoft Windows
• WordPress
• Communication skills
• Computer literacy
• Typing
• Proofreading
• Microsoft Outlook
• Content Creation
Links
https://msha.ke/erinsmartyfitpants
Certifications and Licenses
CPR Certification
Assessments
Customer focus & orientation — Expert
October 2021
Responding to customer situations with sensitivity Full results: Expert
Customer service — Expert
October 2021
Identifying and resolving common customer issues
Full results: Expert
Call center customer service — Highly Proficient
October 2021
Demonstrating customer service skills in a call center setting Full results: Highly Proficient
Sales skills — Expert
October 2021
Influencing and negotiating with customers
Full results: Expert
Scheduling — Proficient
October 2021
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Written communication — Proficient
October 2021
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Inside sales — Expert
October 2021
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Expert
Sales skills — Expert
October 2021
Influencing and negotiating with customers
Full results: Expert
Customer focus & orientation — Expert
October 2021
Responding to customer situations with sensitivity Full results: Expert
Call center customer service — Highly Proficient
October 2021
Demonstrating customer service skills in a call center setting Full results: Highly Proficient
Basic attention to detail — Proficient
November 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Sales fit — Familiar
October 2021
Measures the traits that are important for success in sales positions Full results: Familiar
Customer service — Expert
October 2021
Identifying and resolving common customer issues
Full results: Expert
Retail customer service — Expert
October 2021
Comprehending and responding to retail customer needs Full results: Expert
Call center customer service — Highly Proficient
October 2021
Demonstrating customer service skills in a call center setting Full results: Highly Proficient
Sales skills — Expert
October 2021
Influencing and negotiating with customers
Full results: Expert
Outside sales — Proficient
February 2022
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Inside sales — Expert
October 2021
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Expert
Basic computer skills — Proficient
February 2022
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Sales fit — Familiar
October 2021
Measures the traits that are important for success in sales positions Full results: Familiar
Verbal communication — Familiar
February 2022
Speaking clearly, correctly, and concisely
Full results: Familiar
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
https://msha.ke/erinsmartyfitpants
Contact this candidate