Customer Service Representative
Resume:
KIYANA
FOSTER
********@*****.***
Los Angeles, CA 90062
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 and providing customized solutions to build loyalty.
PROFESSIONAL SUMMARY
Nordstrom Rack - Customer Service Representative Team Lead Beverly Hills, CA • 02/2021 - Current
United Airlines - Customer Service Specialist/Call Center Representative
LAX • 02/2014 - 01/2021
Macy's - Customer Service Representative/Loss Prevention Officer Redondo Beach, CA • 05/2009 - 01/2014
Solutions For You - Customer Service Lead /Call Center Agent WORK HISTORY
• Handled day-to-day customer contact via phones, faxes and emails. Provided primary customer support to internal and external customers.
•
Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
•
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
•
Resolved customer complaints and addressed emergency requests and needs.
•
Documented and detailed calls and complaints using call center's CRM database.
•
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
•
Educated customers on current promotions, upgrades or new offerings available under current plan.
•
Attentively monitored store and surrounding areas for signs of attempted theft by customers or personnel, intervening when necessary.
•
Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible and directing shoppers to safety.
•
Upheld strict security and safety procedures to protect business from financial losses due to theft or careless mismanagement.
•
Generated comprehensive reports documenting evidence of attempted theft and recovered merchandise.
•
SKILLS
• Team Goals
• Incoming Call Management
• Correcting Discrepancies
• Customer Loyalty
• Customer Service and Assistance
• Inquiry Requests
• Training Initiatives
• Customer Service Analysis
• Coaching and Mentoring
Lattc
Los Angeles, CA
Associates
EDUCATION
Call Center • 06/2005 - 05/2009
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
•
Received escalated calls during high volume phone hours as part of supervisory team.
•
Communicated with customers via email and instant messaging to address client needs during excessively busy periods.
•
Built rapport with customers and followed up with clients to confirm address of concerns.
•
Contact this candidate