Professional Summary

Skills

Experience

SHIRLEY NAX

PO Box 3, McClure, IL 62957 618-***-**** adxmsb@r.postjobfree.com Skilled team player with strong background in WORK From Home environments. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets. Diligent customer service professional accustomed to working independently and collaboratively in direct response to customer care and support requirements. Communicates well with others and maintains accurate records. Decisive problem solver with enthusiastic attitude and desire to please consumers. Customer consulting Call center procedures

Order processing Complaint documentation

Product knowledge Opening and closing accounts

Data entry Conflict resolution

CRM software Upselling and cross-selling

Problem resolution Call escalation

Customer Service Consultant 10/2022 to 05/2023

ATT – Mesa, AZ

Answered inbound calls to greet and assist customers with various needs and questions.

De-escalated customer complaints using specialized communication techniques. Navigated multiple systems to identify source of issue. Documented detailed notes in CRM system to track customer interactions. Communicated with clients over phone, email and chat platforms. Provided solutions, recommendations and replacements with empathy and positive feedback.

References

Upsold and cross-sold add-on purchases to increase sales. Followed scripts to maintain good call control.

Remained calm, composed and polite to deescalate aggressive customer behavior. Customer Service Representative 01/2013 to 08/2022 Carols Accounting – McClure, IL

Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.

Answered inbound calls to greet and assist customers with various needs and questions.

Returned customer calls and responded to inquiries and complaints. Communicated with clients over phone, email and chat platforms. Addressed customer concerns and complaints and resolved issues promptly. Determined charges for services requested, collected deposits, or payments, and arranged for billing.

Carol Tabor 573-***-****

Owen Welge 618-***-****

Stephanie Chadd 573-***-****

Darlene Donagher 618-***-****