Customer Service Representative
Resume:
Dovie Bell
Richmond, VA *****
***********@*****.***
Experienced Coordinator brings 8+ years of applying exceptional customer service, administrative support, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies with the ability to maintain confidential and sanative information. Responsive and resilient team player with adaptable and resourceful mindset. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Service Eligibility Specialist
TDB Communications - Chester, VA
October 2022 to June 2023
• Eligibility specialists organize files accurately, communicate with other institutions for fact-checking, follow-up with the applicants for missing requirements, respond to the applicants' inquiries and concerns, and recommend alternatives, especially for financial assistance.
• Giving detailed explanations of services.
• Reviewing customer accounts an resolving issues.
• Communicating with customers through email or chat, over the phone.
• Monitoring customer satisfaction levels.
• Referring customers to superiors when necessary. Guest Service Representative
Tommy Bahama - Federal Way, WA
June 2022 to August 2022
• guest information
• Address and document guest concerns in the database
• Achieve amicable resolution to guest concerns
• Coordinate with other departments to address guest concerns
• Update guest records
• Problem-solve to achieve guest resolution
• Complete product knowledge training to answer guest questions
• Promote facilities amenities and activities
Customer Service Associate
Adecco - Tukwila, WA
February 2022 to March 2022
Customer Service Associate duties and responsibilities Customer Service Associates perform a variety of support tasks to offer exceptional service to customers. Their duties and responsibilities often include:
• Listening to customers’ concerns and handling complaints and returns
• Giving detailed explanations of services or products
• Working with a sales team to create better methods to address customer complaints
• Reviewing customer accounts and transactions while resolving issues
• Communicating with customers in-person, through email or chat, over the phone or on social media
• Receiving orders, calculating charges and processing payments
• Monitoring customer satisfaction levels
• Referring customers to superiors when necessary
Customer Care Associate II
Wave Broadband - Bothell, WA
June 2020 to February 2022
• Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
• Resolved service failures, coordinated return appointments and executed referrals to specialists.
• Resolved concerns with products or services to help with retention and drive sales.
• Maintained good call control to quickly uncover questions and keep call times low.
• Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
• Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.
• Analyzed paperwork to verify completeness and eligibility for requested products and services.
• Coordinated timely solutions to guests' issues by coordinating proactively with operations team.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Coordinated logistics and verified equipment shipment pricing and availability.
• Coordinated timely responses to online customer communication and researched complex issues. Customer Service Representative/Coordinator's Assistant Mv Transportation Inc. - Seattle, WA
October 2019 to June 2020
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick- up.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Provided information regarding charge accounts and loyalty programs.
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
• Collected customer feedback and made process changes to exceed customer satisfaction goals. Customer Care Representative II
Nordstrom - Seattle, WA
June 2019 to July 2019
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.
• Resolved concerns with products or services to help with retention and drive sales.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Assisted call-in customers with questions and orders. Customer Service Analyst/Analog
Funding College Project - Tacoma, WA
April 2008 to June 2019
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick- up.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Recommended products to customers, thoroughly explaining details.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols. Debt Collection Specialist
Convergent Solutions - Renton, WA
December 2017 to April 2018
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Used scripted conversation prompts to convey current account information and obtain payments.
• Monitored accounts for compliance with established payment plans and flagged non-compliances.
• Trained new team members on scripts, company services and collection strategies.
• Initiated repossession process or service disconnection upon failure of other collection methods.
• Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
• Maintained high volume of calls and met demands of busy and productive group.
• Listened to customers and negotiated solutions that met creditor and debtor needs. Marketing Consultant
TRANSWORLD TOYS INC Reception - Federal Way, WA
April 2017 to September 2017
• Collaborated with sales team to increase brand awareness and enhance business development by building and maintaining relationships with numerous key accounts.
• Developed technical and non-technical marketing presentations, public relations campaigns, articles, and newsletters.
• Collaborated with leadership in creating weekly bulletins, which were sent to all employees.
• Consulted with clients on business issues and developed innovative proposals.
• Collaborated with product development team to effectively modernize and update promotions.
• Informed supervisors and company leaders on markets and regional sales needs to best meet customer needs and maximize revenue.
Education
Certificate in Software and Internet activities
MBTI Business Training Institute - Tacoma, WA
January 2008 to June 2009
High School Diploma in General Studies
Wilson High School - Tacoma, WA
September 1987 to June 1991
Skills
• Creative Problem Solving
• Salesforce CRM
• Customer Data Confidentiality
• Database Management
• Data Entry and Maintenance
• Time Management
• Customer Account Management
• Establishing and Maintaining
• POS Systems and Ordering Platforms Customer Relationships
• Verbal and Written Communication
• Business Development
• De-escalation Techniques
• Strong Analytical and Problem
• Upselling Products and Services Solving Skills
• Multitasking and Prioritization
• Proactive Self-Starter
• Responding to Difficult Customers
• Promoting Brand and Company
• Order and Refund Processing Identity
• Building Customer Trust and Loyalty
• Membership Inquiries and Renewals
• Efficient and Detail-Oriented
• Administrative and Office Support
• Issue and Complaint Resolution
• Microsoft Office Suite
• Calm and Professional Under Pressure
• Sales Report Generation
• CRM Software
• Billing Adjustments and Refunds
• Understanding Customer Needs
• First-Tier Technical Support
• Customer Retention Strategies
• Call Volume and Quality Metrics
• Courteous with Strong Service
• Proficiency in Microsoft Office and G Mindset Suite
• Upbeat and Positive Personality
• Document and Records Management
• LiveChat Messaging
• Inventory Management
• Sales Quota Achievement
• Refunds and Returns Management
• Troubleshooting
• Software Troubleshooting
• Live Chat
• Negotiation
• Microsoft Outlook
• Cold Calling
• Marketing
• Oracle
• Salesforce
• Customer service
• Microsoft Office
• Medical terminology
• Typing
• Microsoft Excel (10+ years)
• AS400 (Less than 1 year)
• Phone etiquette
• Windows
• Tax experience (Less than 1 year)
• Communication skills
• Google Suite
• Leadership
• Data entry
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