Customer Service Representative
Resume:
N ATASHA
T HOMPSON
*************@*****.***
Atlanta, GA 30044
SKILLS
● ResWare
● Taleo
● ADP
● PowerPoint
● SalesForce
● Microsoft Office
● Workday
● Quickbooks
● Adobe Acrobat
● Lotus Notes
● WorkDay
● Oracle
● Googles Suites
● Jira
● SAP
● CRM
EDUCATION
Florida State College
Bachelor’s of Arts
PROFESSIONAL SUMMARY
Motivated, resourceful, and results-driven proven leader with extensive experience in customer service as it relates to compliance, issue resolution, master reporting and report originations. I have also effectively managed complex client relationships and supported operational teams to elevate client satisfaction with minimum supervision.
WORK HISTORY
Sylvan Road -ECommerce Customer Care Specialist
Atlanta, GA • 01/2022 – Present
● Managed the resolution of customer inquiries and complaints via phone, email, chat, social media
platforms such as Facebook Messenger and Twitter.
● Provided exceptional service by listening to understand customers’ needs and responding with empathy and
urgency.
● Resolved escalated issues within established timeframes through effective communication with other internal teams when needed.
● Professional acumen through action and communication.
● Participated in special projects related to improving the ecommerce experience for our customers including
testing new features, conducting usability studies.
● Assisted customers with account management, billing, and technical support.
● Resolved customer complaints in a timely and
professional manner.
Zillow Group - Customer Service Client Success Analyst Atlanta GA • 07/2015 - 12/2021
● Maintain quality review of loans in accordance with compliance, regulatory, policies & procedures.
● Maintains and further develops a strong knowledge of all the core processes and procedures.
● Promoted knowledge sharing and provided support to Customers in a professional, clear and concise manner, ensuring success for internal and external customer requirements.
● Independently conduct follow ups until resolutions are reached, in an effort to assist in successfully sending high priority loans to closing.
● Maintain workflow with daily reports in excel and urgent requests while meeting monthly prediction goals with tracking in SharePoint.
● Prepare information for the pricing team to assure pricing adjustments are reconciled.
● Facilitated as the liaison between the client and internal operational teams for successful execution of vendor services.
● Provided timely resolution and root-cause analysis to clients regarding services issues and complaints.
OSNational - Customer Quality Support Associate
Duluth, GA • 01/2009- 07/2015
● Maintained Customers files and functional
comprehension of a strong ability to apply governing laws, regulations, precedents, and procedures within a consistent altering environment.
● Consistently trended above expectations for all
strategic performance standards including quality, productivity and errors and omissions.
● Guide and process customer orders and inquiries in a fast-paced environment using world-class technology.
● Communicate with customers via phone, email and chat.
● Solve customer problems and find best possible solutions.
● Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
● Multitask by accessing computer information and using various systems simultaneously.
● Strong team and interpersonal relationship skills conducive to team development.
● Built customer satisfaction and loyalty by troubleshooting all inquiries regarding products over the phone and online. Gwinnett Place Ford - Customer Service Representative Decatur, GA • 09/2005- 01/2009
● Provide customer support via various communication methods (phone, email, etc.) quickly identifying and solving the immediate issue while working to proactively resolve future concerns.
● Clearly documents all customer contact accurately within Salesforce and other tools. Escalating situations as appropriate.
● Identify and report bugs, system issues and biller hints that would make it easier for customers.
● Educate providers on the value of our products and their benefits.
● Delicately overcoming objections and building a trusted relationship.
● Actively listen to concerns, ask thoughtful questions, and resolve issues to create a one stop shop experience.
● Provide feedback to improve our customer experience. You are empowered to share feedback and take ownership of team results.
● Meets goals and metrics which include quality, sales targets and productivity.
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