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Customer Service Representative

Location:
Atlanta, GA, 30311
Salary:
38,953 yrly
Posted:
September 26, 2022

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Resume:

Summary

Skills

Experience

DESERAI CARMICHAEL

**** ** ****** **. *** F41, H: 470-***-**** adsqto@r.postjobfree.com

Ethical Customer Service Representative talented at processing high volumes of error-free transactions and meeting departmental goals. Offering 26 years of experience in quickly resolving escalated issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations. Conflict resolution

Call center experience

Shipping and receiving understanding

Problem-solving abilities

Fleet dispatching

Team leadership

Adaptive team player

Customer relations

Inbound and outbound calling

AT&T Inc. May 2009 to Nov 2016

Customer Service Associate Atlanta, GA

Implemented company processes to effectively resolve customer service issues. Located products through extensive researching and arranged for drop shipments when items were located at different facilities.

Reviewed backordered products on daily basis, checking item availability and efficiently clearing shipping queues.

Volunteered to handle complaints and issues for manager during busy time periods.

Trained new team members on proper service methods and evaluated service delivery using quality assurance program.

Oversaw 175 cellular and internet customer service accounts. Assisted customers with completing quick and efficient sales transactions. Directed all inbound calls in phone queues to improve call flow 24%. Contacted customers about potential service upgrades, new Cellular services and account changes.

Prepared and sold broad range of customized merchandise to individuals and commercial accounts.

Reviewed customer data to assess current issues and determine potential solutions.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Human Resource Associate May 2001 to Nov 2009

Nordstrom Department Stores Atlanta, GA

Exceeded team goals and collaborated with staff to implement customer service initiatives.

Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.

Prepared and sold broad range of customized merchandise to individuals and commercial accounts.

Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.

Established membership loyalty, executing flawless customer retail account management.

Education and Training

Managed accurate and adequate cash stock and inventory balances. Prevented key account losses by researching discrepancies for corrective action. Reviewed backordered products on daily basis, checking item availability and efficiently clearing shipping queues.

Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer. Customer Service Representative May 1988 to Nov 2000 Lanier Worldwide Inc. Atlanta, GA

Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

Escalated customer concerns, store issues and inventory requirements to supervisors.

Collected customer feedback and recommended procedural or product changes to enhance future service delivery.

Reviewed account and service histories to identify trends and issues. Trained 16 to 24 new employees each quarter in procedures and policies in order to maximize team performance.

Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.

Tracks 62 interactions per hour for auditing, reporting and training purposes. Met or exceeded revenue objectives by promoting office products to customers during service, account and sales follow-up calls. Resolved average of 22 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.

Bachelor of Arts, Marketing/Math

Georgia State College/University Atlanta, GA

Bachelor of Arts, Marketing Merchandise/English

West Georgia College/University Carrollton, GA



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