Professional Summary

Skills

Experience

Tina Clark

937-***-**** ads4kb@r.postjobfree.com Dayton, OH 45459 Friendly Customer Service Representative ready to resolve any problem. Troubleshoots technical issues and educates on logistics and policies, allowing for customer satisfaction without unnecessary escalation of support calls. Stays on top of demands in fast-paced environments by effectively using slow periods. Maintains organized, clean and safe work areas with diligent attention to important details. Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented.

• Inbound call management • Order documentation • Account updates

• Scheduling • Positive attitude • Good communication

• Ability to multitask • Task prioritization • Time management

• Basic math abilities

Live Chat Agent September 2014 - Current

Victoria's Secret, Dayton, OH

• Met quotas for performance and one-contact resolutions for most issues.

• Updated internal system with details about customer encounters and issues.

• Offered prompt, courteous and accurate information to customers requesting assistance via web-based chat.

• Obtained specialist help for customers through in-system escalations.

• Backed up fellow chat agents needing help with specific issues or customers.

• Described different products and services to customers in detail with current information.

• Helped customers complete purchases and track order deliveries.

• Gained deeper understanding of customers' needs by asking strategic questions.

• Resolved issues based on thorough investigations of concerns.

• Helped improve processes and products by relaying customer feedback.

• Referred unresolved customer grievances to designated departments for further investigation.

• Identified causes of product malfunctions and credited affected customers.

• Met inbound customer needs while maintaining strict performance targets.

• Resolved customers' service or billing complaints by exchanging merchandise, refunding money, or adjusting bills.

• Updated records with all interactions and customers transactions. Senior Customer Service Associate September 2004 - July 2014 Elder-Beerman, Dayton, OH

• Supported associates in other departments by offering expert advice on customer service operations and procedures for handling Education

common problems.

• Achieved timely resolutions for escalated issues using excellent research and problem-solving abilities.

• Maintained accurate and secure in-store inventory of high value items.

• Built custom solutions for customers based on identified goals, challenges and needs.

• Updated records with all interactions and customers transactions.

• Completed inquiries and followed up with customers to share findings and offer solutions.

• Resolved customer grievances consistently, collaborating with team members to achieve creative solutions.

• Helped improve processes and products by relaying customer feedback.

• Resolved issues based on thorough investigations of concerns. Associates - Miami Jacobs College, Dayton, OH May 1993