Customer Service Representative

Cheryl Birt

**** ********* **** ******, ** *****

Phone: 803-***-**** *********@*****.***

Motivated Business and Sales Representative

Providing Exceptional Service ... Building Loyal Relationships ... Solving Problems ... Developing Skills

Dynamic customer service professional experienced in fast paced call-center environments.

Excel in listening to customer needs, articulating product benefits, closing sales, and creating solutions that provide value to the customer.

Build and maintain enduring customer relationships to boost sales and generate repeat business.

Superior relationship building with employees to help coach and develop skills to be successful.

Strategic de-escalation and retention tactics to sustain the business and to improve customer experiences.

Experience

AmeriGas, Charlotte, NC

Inside Sales Representative, 8/2020 to Current

Acquire new customers by creating accounts and scheduling deliveries through leads and incoming calls.

Consistently meet and exceed quality standards as per company guidelines of 85% or above.

Rank in top 10 percentile amongst peers in closing sales.

Spectrum, West Columbia, SC

Digital Sales Representative, 7/2018 to Current

Assist with adding, upgrading and maintain video, internet, voice, and mobile services.

Adjusted service packages and offered promotions to consumers who were looking for service at a lower rate.

Retained unsatisfied consumers by going the extra mile in providing the best options to ensure consumer satisfaction and loyalty.

Continuously recognized in the top 10% of highest performing agent within the center.

Consistently met and exceeded sales goals over 5% every month.

Received passing quality scores for delivering best in class customer service.

Convergent, Augusta, GA

Resolution Supervisor and Customer Service Specialist, 8/2016 to 06/2018

Assist with adding, upgrading, and maintaining mobile phone packages to increase the consumer’s experience.

Resolve billing issues by delivering unparalleled customer satisfaction.

Provide floor support to fellow employees to help understand and navigate systems.

Assist with taking escalated calls to provide consumers with additional support.

MAU (Electrolux), Augusta, GA

Customer Service Representative, 6/2015 to 3/2016

Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products, status of orders, troubleshooting and dispatching service.

Listen attentively to caller needs to ensure a positive customer experience.

Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems and avoid escalation of issues.

Selected to support agents on the call center floor for questions and escalated callers.

Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.

Consistently maintaining an Average Handle Time below company goal of 8 minutes.

WOW, Augusta, GA

Technical Support Specialist, 11/2013 to 6/2014

Assisted with adding, upgrading, and maintaining cable packages to increase the consumer’s experience.

Resolved billing issues by delivering unparalleled customer satisfaction.

Provided technical troubleshooting support to help maintain impeccable consumer relationships and overall consumer loyalty.

Time Warner Cable, Columbia, SC

Customer Retention Representative, 6/2012 to 4/2013

Retained unsatisfied consumers by going the extra mile in provided the best service possible.

Adjusted packages and offered promos to consumers who were looking for service at a lower rate.

Scheduled and rescheduled appointments to show consumer flexibility and quality service.

Education

Augusta Technical College 03/2004

Customer Service Skills Certificate

Christian Kingdom Academy, 6/1991

High School Diploma

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