Service Representative Customer

SHONTRELLE HANDY

**** * ******** ******, ****** City, AL 36867 334-***-**** ************@*****.***

Skills

Report creation

Credit card payment processing

System implementation

Report generation

Quality control

Product organization

Project management abilities

Business development understanding

Technologically savvy

Schedule mastery

Quality assurance controls

High-energy attitude

Store maintenance

Clerical support

Conflict mediation

Data evaluation

Process optimization

Office equipment proficiency

Inbound and Outbound Calling

Customer relations

Microsoft Office expertise

Call Center Operations

Senior leadership support

Call center operations

Analytical abilities

Inbound phone call management

Training experience

Experience

Customer Service Representative 06/2021 to 07/2022

Sitel Virtual, GA

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.

Managed customer expectations by clarifying needs, identifying options and recommending products and services.

Documented customer correspondence in CRM to track requests, problems and solutions.

Maintained strong call control and quickly worked through scripts to address problems.

Audited customer account information to identify issues and develop solutions.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Consulted with customers to resolve service and billing issues.

Offered resolutions to de-escalate calls and solve customer issues.

Live Web Customer Service Representative 06/2019 to 07/2021

Afni Opelika, AL

Online web chat associate

Attracted potential customers by answering product and service questions, suggesting information about other products and service

Opened customer accounts by recording account information

Maintained customer records by updating account information

Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Maintained financial accounts by processing customer adjustment

Recommended potential products or services to management by collecting customer information and analyzing customer need

Prepared product or service reports by collecting and analyzing customer information

Contributed to team effort by accomplishing related results as needed

Virtual Customer Service Representative 10/2018 to 06/2019

Teleperformance Columbus, GA

Sourced and managed customer retention database and online appointment booking system

Delivered step-by-step instructions to clients on navigating system and explained all self-service options

Maintained composure and patience in dealing with aggressive customers

Generated summaries on issues, refunds, and replacements, sending detailed updates to customers

Delivered personalized written support via email with instructions regarding products

Relayed customer feedback, highlighting improvement opportunities to future product, marketing, and customer support initiatives

Handled multiple tasks simultaneously, including talking with and listening to customers while accessing, reading, and inputting information into numerous applications

Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service

Asked probing questions to determine service needs and accurately input information into electronic systems

Tracked programs and provided services to improve consumer retention

Forwarded calls to management if outstanding issue required immediate resolution

Identified consumer needs, clarified information, and researched issues to provide alternative solutions

Seized opportunities to upsell new product offerings to current customers and coached team to upsell

Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.

Virtual Customer Service Associate 07/2017 to 10/2018

Convergys Columbus, GA

Speaking with existing DirecTV and AT&T customers regarding account and billing inquiries

Documented daily production levels, materials use and special incidents to keep management informed of all activities

Assisting customers with online account settings

Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules

Provide world class customer service

Reviewed account and service histories to identify trends and unaddressed issues

Reviewed customer data to assess current issues and determine eligibility for potential solutions

Met and exceeded productivity targets by handling every interaction with good organizational and relationship- management abilities

Maintained customer loyalty by delivering fast, friendly, and knowledgeable service for routine questions and service complaints\

Maintained revenue streams by exhausting every option before offering refunds on escalated calls

Kept customer account information current and accurate by preparing, completing, and processing forms and database changes.

Education and Training

High School Diploma 2003

Pine High School Franklinton, LA

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