Customer Service Representative
Resume:
MS:
Tougaloo College
Tougaloo, *****
Rich East High School
Park Forest, Il
College
advbeh@r.postjobfree.com
Chicago Heights, IL 60411
Skills
• Call Center Operations
• Client inquiries
• Online communications
• Monthly quotas
Company policies and
procedures
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• Team oversight
• Microsoft Office expertise
• Chat
• Email Management
• Inbound and Outbound Calling
• Data evaluation
• Credit card payment processing
• Product organization
• Microsoft Office/ Adobe
• Payment/Finance Development
Education And Training
Customer Service Representative who maintains a high level of professionalism, endurance and efficiency to minimize customer dissatisfaction and increase customer loyalty, and fulfillment. Energetic and reliable Retail Sales professional skilled in high-end merchandise environments. Has in depth knowledge of extensive track record in demanding sales and account management environments, telesales, and retail. Dynamic customer service professional experienced in both call centers chat/email inbound/outbound calls and retail store settings. Excel in listening to customer needs, articulating product benefits and creating solutions that provide value to the consumers. Build and maintain enduring customer relationships to enhance sales and generate repeat production. Used consultative sales techniques to provide leads for telesales personnel. A self-motivated call center/chat professional with solid in-bound and out-bond experience in high volume call center environments. Strong communication, organizational, and interpersonal skills. Exceptional ability to coordinate the activities or tasks of people, groups and organizations, and sales. Remarkable ability to deal with people in a manner which shows sensitivity, tact, and professionalism. Managed a high- volume workload within a deadline driven environment. Strong computer skills and proven track record in resolving complex customer issues and finding effective solutions.
Enova International - Live Chat Agent
Chicago, IL
10/2021 - Current
Toshiba Stewart
Summary
Experience
Handled customer service issues by professionally answering customers' questions and inquiries, through chat system.
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Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
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Maintained understanding of company computer software, products and services.
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Corresponded with more than 150 customers daily, effectively building outstanding skills in writing.
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Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.
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• Updated customer data in Amazon Workspace system, adding detailed notes. Strong written communication skills, can connect with customers over chat and email and to take clear notes in computer system.
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Ability to balance multiple priorities and effectively handle changing situation and deescalate complex customer interactions.
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Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
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• Maintained high-volume workload within fast-paced environment and Val's Cleaning Service - Customer Service Representative Chicago Heights, IL
01/2020 - 01/2022
Fireking Security Group - Customer Service Agent
Tinley Park, IL
02/2019 - 03/2020
consistently met performance benchmarks.
Maintained up-to-date knowledge of store policies regarding payments and refunds, in order to provide speedy and accurate service to each customer.
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Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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Demonstrated excellent communication skills in resolving product and consumer complaints.
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De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
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• Educated customers on special pricing opportunities and company offerings. Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
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Assisted customers with making payments or establishing payment plans to bring accounts current.
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Fielded customer complaints and queries, fast-tracking them for problem resolution.
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Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
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Asked probing questions to determine service needs and accurately input information into electronic systems.
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Informed customers about billing procedures, processed payments and provided payment option setup assistance.
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• Made outbound calls to obtain account information.
• Answered inbound calls, chats and emails to facilitate customer service.
• Set up and activated customer accounts.
Trained new hires on products and services, best practices and protocols to reduce process gaps.
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• Scheduled appointments for clients.
• Managed high-volume of inbound and outbound customer calls. Documented customer correspondence in CRM to track requests, problems and solutions.
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Reviewed files, records and other obtained documents to respond to customer requests.
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Maintained strong call control and quickly worked through scripts to address problems.
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Pursued networking opportunities to advance client relations skills and enhance customer satisfaction.
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Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
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• Informed customers about billing procedures, processed payments and provided Public Storage - Customer Service Manager
Chicago Heights, IL
07/2017 - 08/2018
Marketsource, Target Mobile
Tinley Park, Illinois
01/2015 - 01/2016
payment option setup assistance.
• Answered inbound calls, chats and emails to facilitate customer service. Focused on being the premier supplier of security and document protection solutions for businesses and government entities.
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Assign Independent Contractors to job sites such as Taco Bell, Wal-mart and other sites with safes. Over 700 establishments.
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Dispatched technicians via email and via phone and processed/dispatched work orders.
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• Provided technical support to program and override safes to businesses.
• Provided safe combinations to companies
Took payment from customers and negotiated price of job between independent contractor and Firekings financial gain (profit).
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Demonstrated excellent communication skills in resolving product and consumer complaints.
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Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
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Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
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Maintained knowledge of company products and services to promptly resolve complaints and concerns.
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Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
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• Kept facility rented at optimal levels. Prepare units for auctions, and vacates. Maintain accuracy of petty cash, make daily bank deposits, and monthly/weekly reports.
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• Assisted customers with making payments or establishing payment.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Audited customer account information to identify issues and develop solutions. Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
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Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
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• Generated KPI reports to track and improve metrics. Executed on-time and under-budget project management to resolve complex issues.
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Promoted, consumer contracts, and prepaid plans for nationwide service providers
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• Handled transactions concerning tablets, mobile devices, smartwatches etc For Verizon Wireless, Sprint, Tmobile, AT&T, Consumer Cellular, Boost, and Brightspot customers
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Provide sales and marketing solutions that can extend and strengthen company's brand, optimize market and channel coverage, increase speed-to-market and
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Waltz
Frankfort, IL
01/2013 - 01/2014
Ultra Foods
Chicago Heights, IL
01/2010 - 01/2011
productivity
• Proofed and approved production and printing drafts of promotional materials Cultivated and managed relationships with key clients, vendors and community partners
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Assisted consumers by addressing customer inquiries, solving problems and providing new product information
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Earned management trust by serving as key holder, responsibly opening and closing store
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• Set up and explained new membership contracts
Communicated all store initiatives and promotions to customers to generate return business
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• Participated in physical inventory counts
• Asked open-ended questions to assess customer needs Communicated with vendors regarding back order availability, future inventory and special orders
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Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems
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Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.Helped drive sales goals and achieve monthly quotas
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Operated a POS system to itemize and complete an average of customer purchases.
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Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service
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• Managed cash stock and inventory balances accurately
• Assisted customers in finding out-of-stock items Recommended, selected and helped locate merchandise based on customer needs and desires
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• Regularly sought opportunities to up sell and add on additional merchandise
• Stocked and rotated inventory regularly
Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning
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• Took special orders in person and over the phone to generate additional revenue
• Processed merchandise returns and exchanges.
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
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• Prevented store losses using awareness, attention to detail and integrity Developed highly empathetic client relationships and earned reputation for exceeding sales goals
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Cross-trained and provided back-up for other customer service representatives when needed
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Worked as a team member performing cashier duties, product assistance and cleaning
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Americall Teleperformance
Lansing, IL
01/2007 - 01/2010
Lee Enterprises, Times Newspaper
Munster, Indiana
01/2016
References References are available upon request.
Prepared and sold broad range of customized merchandise to individuals and commercial accounts
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Designed and suggested new display ideas to improve accessibility to merchandise, which increased sales
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• Expressed appreciation and invited customers to return to the store
• Maintained adequate cash supply in cash drawers in multiple checkout stations
• Processed and issued money orders for customers.
• Discussed family background, client interest, and current topics during intervals
• Proficient in customer account software
Made reasonable procedure exceptions to accommodate unusual customer requests
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• Demonstrated mastery of customer service call script within specified timeframes Suggest additional products or services offerings based on assessment of customers
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Develop loyal clientele through friendly service and follow up after sales or new services obtained
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Managed customers database accounts, performed customer verification, and processed applications, orders and request
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Worked with administration: Forwarded request and unresolved issues to the designated resource by communicating and coordinating with internal departments
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Communicated with customers directly via phone, and provided customers with technical support using maintenance procedures created with company products.
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Maintained and updated database, inventory, and mailing correspondent manually and electronically
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• Provide clerical support to administration department
• Manage incoming/outgoing calls
• Switchboard
• Prepare documental and departmental correspondence
• Process client rebate reconciliation, reporting and check request
• Screen all visitors and direct them to the appropriate employee or office
• Accept credit/debit card payments
• Assist with paper delivery issues
• Dispersed goods/commerce to appropriate destination References
Contact this candidate