Service Representative Data Entry
Resume:
HEATHER
KUNDERT
shadedmelody**@gmail.
com
Rockford, Illinois 61103
Skilled professional with an extensive background in customer service. Calm and poised in the most pressure- driven situations. Pursuing an Online Chat Specialist position where excellent response and writing skills will help improve a company's success.
PROFESSIONAL SUMMARY
Verizon Wireless Corporation - Customer Service Chat Representative
Rolling Meadows, IL • 02/2020 - Current
WORK HISTORY
Handled inbound customer chat conversations from
Verizon Wireless customer's.
•
Asked open-ended questions to determine which
products or services would be best fit for customer's needs.
•
Documented all customer information accurately in
computer system, providing dated notes for future
reference.
•
Cultivated relationships with new customers and
maintained good partnerships with existing clients.
•
Developed exemplary writing skills through continued correspondence with upwards of 30 customers per day.
•
Investigated and resolved customer inquiries and
complaints quickly.
•
Exhibited high energy and professionalism when dealing with clients and staff.
•
Met customer call guidelines for service levels, handle time and productivity.
•
Educated customers about billing, payment processing and support policies and procedures.
•
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving
problems swiftly.
•
SKILLS
Issue and Complaint
Resolution.
•
Past Due Account
Management
•
Building Customer Trust and
Loyalty which helps me
well with Customer
Retention.
•
• Online Chat and Call Taking
Upselling Products and
Services
•
Data Entry and
Maintenance for customer
accounts including placing
orders for customers.
•
Always upbeat with a
positive attitude which
allows me to keep calm and
professional with difficult
customers.
•
• 70+wpm
• Great with multitasking
Harlem High School
EDUCATION
Machesney Park, IL
GED
Alorica - Customer Service Representative
Rockford, IL • 10/2017 - 06/2018
Fasmart - Cashier
Loves Park, IL • 04/2016 - 05/2017
The Vapor Shop - Juice Department Manager
Loves Park, IL • 01/2013 - 06/2018
Promoted available products and services to customers during service, account management and order calls.
•
Worked closely with each customer to carefully resolve issues within timely fashion.
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Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
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Responded to customer requests for products, services and company information.
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Answered constant flow of customer calls with minimal wait times.
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Offered advice and assistance to customers, paying attention to special needs or wants.
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Worked for Verizon as well, through this third party vendor, and took technical support chats to resolve any device or service issues through troubleshooting steps.
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Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
•
Worked flexible schedule and extra shifts to meet
business needs.
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Helped customers complete purchases, locate items and join reward programs.
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• Restocked and organized merchandise in front lanes. I created flavors and recipes for the juice we sold for the family business of our Electronic Cigarette Vapor Shop.
•
Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
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Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
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• Ran the store when my family was out of town.
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