Teresa A. Pinckens

adv2r1@r.postjobfree.com

Summary:

• Customer Care Specialist effectively managed a high-volume of inbound and outbound customer calls and answered a constant flow of customer calls with up to 100 calls in queue.

• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Referred unresolved customer grievances to designated departments for further investigation. Managed high call volume with tact and professionalism.

• Effectively managed a high-volume of inbound and outbound customer calls. Skills:

• Accurate and detailed oriented.

• Maintains confidentiality

• Professional and mature.

• Independent worker

• Articulate and well-spoken.

• Dedicated team player.

• 45+ WPM typing speed

Education:

• High School Diploma, Colonel Richardson High School, Federalsburg, MD, Emphasis in Clerical/Office Practice Courses

Certifications:

• CompuCredit (GA) VS-2007-08 Privacy and Data Security Course

• Kenexa ProveIt Call Center Testing 06-2016

Experience:

Customer Service Representative

CodaStaffing (Party City – Temporary) Aug 2021 – Nov 2021 Responsibilities:

Responsible for ensuring that customers receive a superior level of support or help with their placing orders, resolving issues, product information including availability. Communicated with customers through variety of means; telephone, email- and chat.

Customer Care Specialist Dec 2016 – Aug 2020

National Vision, Inc. Lawrenceville, GA

Responsibilities:

• Answers calls from customers regarding POS in the retail stores, order status, Rx questions and availability, provide all necessary support to customers through phone calls, faxes and or email Provide copies of store purchase receipts upon customer request (mail, fax or email).

• Log all calls and enter detailed notes using the call management system (Footprints).

• Assist Store Mangers in resolving customer complaints. Communicate with District Managers as needed.

• Handled customer complaints that have been submitted to the BBB and Attorney General offices and advice each office of the resolution.

Chico's FAS, Winder, GA May 2010 – Feb 2016

Customer Service Associate

Responsibilities:

• Personable and persuasive in communicating creatively with thousands of customers from all cultures and economic levels.

• Proven skill in persevering to solve customer problems Self-motivated and confident in making independent decisions Very organized and able to meet deadlines Ability to work efficiently under pressure.

• Answered a constant flow of customer calls with up to 100 calls in queue.

• Effectively managed a high-volume of inbound and outbound customer calls.

• I worked from home for 2 years.

• Addressed and resolved customer product complaints empathically and professionally.

• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Referred unresolved customer grievances to designated departments for further investigation. Managed high call volume with tact and professionalism.

• Provided incentive to increase productivity by offering employees awards for best customer service. Acted professionally and patiently when addressing negative customer feedback.

• Resolved service, pricing and technical problems for customers by asking clear and specific questions. Accurately documented, researched and resolved customer service issues.

• Defused volatile customer situations calmly and courteously.

• Gathered and verified all required customer information for tracking purposes. Applied/expressed sympathy and empathy according to the customers situation.

BenchMark Brands, Inc, Norcross, GA May 2008 – May 2010 Call Center Agent

Responsibilities:

• Obtain order information from customer via phone and enter orders in Ecometry for shipment.

• Customer service (tracking, stock availability and stock availability

• Effectively managed a high-volume of inbound and outbound customer calls.

• Acted professionally and patiently when addressing negative customer feedback. Just Right Auto Sales - Duluth, GA Dec 2007 – Apr 2008 Data Entry Clerk

Responsibilities:

• Entered customer references, credit scores and autozoom scores into DealPack database.

• Verified customer employment, residence and personal references. Entered data into Excel spreadsheet, answered phone and mailed denial letters to customers.

• Assisted with receptionist duties, file organization and research and development.

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