Customer Service Representative
Resume:
Shontina Tremble
Kansas City, MO *****
********@*****.***
Professional Summary
Experienced Customer Service Representative with over 4 years’ experience. Proficient in problem- solving and working in a fast-paced environment. Fast learner, adept at creating a safe work environment. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement. Excel in both team environments and alone. Proven ability to listen attentively and create high-quality professional relationships with callers. Willing to relocate to: Grandview, MO - Weatherby Lake, MO - Houston, TX Work Experience
Online Digital Shopper
Walmart-Kansas City, MO
February 2024 to June 2024
• Efficiently pulled and prepared customer orders for shipment, ensuring accuracy and timeliness
• Maintained a high level of attention to detail when verifying order contents against packing slips or invoices
• Utilized handheld scanners to locate and retrieve items from designated storage areas
• Maintained a clean and organized work area, contributing to a safe working environment for all employees
• Implemented time-saving strategies such as batch picking or zone picking, resulting in a XX% increase in productivity
• Processed customer orders accurately and efficiently, ensuring timely delivery
• Collaborated with cross-functional teams to resolve order discrepancies and ensure customer satisfaction
• Maintained detailed records of customer interactions, order status updates, and returns/exchanges
• Consistently met or exceeded monthly performance targets for order processing accuracy rate
• Contributed to a positive work environment by fostering teamwork, open communication, and mutual support among colleagues
• Ensured compliance with data protection regulations when handling sensitive customer information during order processing or issue resolution
Customer Service Representative
Maximus/FEMA/Remote-Houston, TX
July 2023 to October 2023
● Responding to incoming calls, and make occasional outbound calls regarding Federal Emergency Management Agency (FEMA).
● Utilizing standard technology such as computer, telephone, email, and web browser to complete work tasks.
● Responding to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate Attention to detail, ability to multitask is required.
● Meeting Quality Assurance (QA) and other key performance metrics Track and document all inquiries using the applicable systems.
● Maintaining updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions Minimum Requirement
Telephone Interviewer
ReconMr-San Antonio, TX
February 2022 to August 2022
● Conducted 50-60 outbound calls daily and surveyed respondents on a wide variety of topics
● Collected, read survey data by phone, and completed duties on daily basis
● Conducted telephone interviews, polls, and Customer Satisfaction surveys
● Used script to ask questions and recorded responses accurately Customer Service Representative
Alorica, Inc.-San Antonio, TX
April 2019 to May 2019
● Assisted Bank of America’s customers with billing and account information
● Entered customers’ sensitive information into the company's database
● Used exceptional call etiquette to resolve customers’ issues in a timely manner
● Assured that issues were resolved, correct information was given, and/or all customers’ needs were handled in accordance to company policies
Customer Service Representative
Metro News-San Antonio, TX
May 2010 to October 2011
Called pr
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Made outbound calls to customers to provide assistance, answer inquiries, and resolve issues
• Maintained a high level of professionalism and customer service during all interactions with customers
• Utilized CRM system to accurately document customer interactions and update customer information
• Identified opportunities for upselling or cross-selling products or services based on customer needs and preferences
• Maintained confidentiality of customer information in accordance with company policies and data protection regulations
Education
Marquee Learning Center - San Antonio, TX
High School Diploma
Skills
• Power Point
• Excel
• MS Word
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