Service Representative Customer
Resume:
MICHELLE
MCGRIGGS
mcgriggsmichelle***@g
mail.com
Laurel, MD 20707
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
PROFESSIONAL SUMMARY
Capital One - Customer Service Representative
Laurel, MD • 12/2018 - 06/2020
WORK HISTORY
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
•
Provided primary customer support to internal and
external customers.
•
Processed customer adjustments to maintain financial accounts.
•
Used company troubleshooting resolution tree to
evaluate technical problems and find appropriate
solutions.
•
Performed various clerical duties by filing and faxing documents and creating customer databases.
•
Sought out extra training opportunities to enhance customer relationship management abilities.
•
• Maintained and managed customer files and databases. Detailed payment options and explained price, receipt and billing details to customers.
•
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
•
Responded to customer calls and emails to answer
questions about products and services.
•
• Addressed customer account discrepancies and concerns.
• Researched issues through identification of similar past SKILLS
Customer Account
Management
•
Calm and Professional
Under Pressure
•
Upbeat and Positive
Personality
•
POS Systems and Ordering
Platforms
•
Responding to Difficult
Customers
•
• Call Documentation
Data Entry and
Maintenance
•
Customer Retention
Strategies
•
Building Customer Trust and
Loyalty
•
Issue and Complaint
Resolution
•
Efficient and Detail-
Oriented
•
Interpretation and
Translation Services
•
Upselling Products and
Services
•
• Customer Data
Confidentiality
Courteous with Strong
Service Mindset
•
Customer Service and
Assistance
•
• Inquiry Requests
• Information Inputting
Credit Card Payment
Processing
•
• Microsoft Exchange
• Teller Transactions
• Telephone Management
• Customer Inquiry Response
PCI (Payment Card
Industry)
•
• Correcting Discrepancies
Inbound and Outbound
Calling
•
• Consulting Supervisors
Answering Customer
Questions
•
• Report Preparation
• Call Transfers
• Report Creation
• Cash Register Operations
• Promotional Information
Policy and Procedure
Adherence
•
• Answering Emails
• Complaint Response
• Legal Terminology
• Directing Calls
Team-Oriented and
Cooperative
•
Establishing and
Maintaining Customer
Relationships
•
Call Volume and Quality
Metrics
•
• Critical Thinking
Administrative and Office
Support
•
ARS - Customer Service Representative
Laurel, MD • 07/2015 - 06/2016
Maryland Live Casino - Housekeeper
Hanover, MD • 04/2011 - 11/2014
problems and recommended most appropriate solution. Escalated complicated customer account issues to
supervisors and help desk workers.
•
Educated customers on current promotions, upgrades or new offerings available under current plan.
•
Answered over 150 calls per shift to meet fast-paced call center demands.
•
Resolved concerns with products or services to help with retention and drive sales.
•
Documented and detailed calls and complaints using call center's CRM database.
•
Performed various clerical duties by filing and faxing documents and creating customer databases.
•
Sought out extra training opportunities to enhance customer relationship management abilities.
•
• Maintained and managed customer files and databases. Adhered to company policies and scripts to consistently achieve call-time and quality standards.
•
Responded to customer calls and emails to answer
questions about products and services.
•
• Addressed customer account discrepancies and concerns. Researched issues through identification of similar past problems and recommended most appropriate solution.
•
Escalated complicated customer account issues to
supervisors and help desk workers.
•
Educated customers on current promotions, upgrades or new offerings available under current plan.
•
Placed outbound customer service or customer
satisfaction calls to follow up on issues.
•
Removed bed sheets and towels from rooms and
pre-treated stains to maintain and restore linen
condition.
•
• Cleaned elevators, glass and planters in public areas. Restocked room supplies such as facial tissues for personal touch with every job.
•
Disinfected and mopped bathrooms to keep facilities sanitary and clean.
•
Laurel High School
Laurel, MD • 03/2005
High School Diploma
EDUCATION
Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.
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Verified cleanliness and organization of storage areas and carts.
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Kept building entryway glass clean and polished for professional presentation.
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• Adhered to professional house cleaning checklist. Disposed of trash and recyclables each day to avoid waste buildup.
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Responded to requests from patrons for linens and
toiletries.
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Vacuumed rugs and carpeted areas in offices, lobbies and corridors.
•
Cleaned and stocked guest rooms by replacing used
towels and linens vacuuming floors, making beds and restocking bathroom items.
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Restocked linen and cycled towels and sheets in
full-service hotel-based spa.
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Maintained clean and comfortable environments in
commercial buildings by vacuuming, cleaning windows and dusting.
•
Used chemicals by following safety protocols and
procedures to avoid burns and injuries.
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• Waxed and polished wood floors and other woodwork. Hand-dusted and wiped down office furniture, fixtures and window sills to keep areas clean and comfortable.
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• Dusted picture frames and wall hangings with cloth.
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