Customer Service Call Center

Destiny K. Okonkwo

Stone Mountain, GA ***** 678-***-**** *****************@*****.***

Summary

A dynamic and driven professional with over 5 years of comprehensive expertise in the realms of customer service and retail.

Characterized by fervent motivation, resourcefulness, meticulous organizational prowess, and unwavering dependability. Adept

communication skills, both verbal and written, coupled with a keen problem-solving acumen, underscore the commitment to delivering

exceptional customer success. Proficient in the utilization of Microsoft Office desktop software applications, possessing a versatile skill

set that empowers in identifying and swiftly resolving diverse customer issues. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.

Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Resourceful Call Center Representative known for maintaining high productivity and efficiently completing tasks. Specialize in effective communication, quick problem-solving, and accurate record-keeping. Excel in active listening, empathy, and patience, ensuring customer satisfaction and resolution of inquiries with professionalism and warmth. Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller. CORE COMPETENCIES

Customer Relationship

Management

Product Knowledge

Problem Solving

Strategic Thinking

Analytical Skills

Project Management

Continuous Improvement

Cross-functional

Collaboration

Coaching & Mentoring

Time Management

CRM Tools

Renewal Management

Skills

Sales closing

Customer communications

Problem-solving skills

Providing customer support

Inbound phone calls

Customer account updates

Sales expertise

Answering questions

Communicating with clients

Call handling

Professional phone voice

Verbal and written communication

Resolving issues

Sales Techniques

Inbound call answering

Customer service orientation

Adaptability

Account updating

Call center experience

Communication Skills

Retail store support

Problem-solving aptitude

Teamwork skills

Problem-solving abilities

Detail Oriented

Work detail oversight

Close attention to detail

Detailed report writing

Great attention to detail

Organized and detail-oriented

Teamwork oriented

High attention to detail

Strong technical detailing skill

Attentive to detail

Goal-oriented and ambitious

An eye for detail

Strong detail orientation

Team-oriented and dependable

Goal-oriented design

Attraction details

Analytical

Training & Development

Team building

Multitasking Abilities

Planning

Friendly, Positive Attitude

Multitasking

Self-Directed

Quality Control

Sales strategy

Product Development

Reliability

Experience

CALL CENTER REPRESENTATIVE 11/2023 - 02/2024

Foundever - Stone Mountain, GA

Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights. Developed effective working relationships with team members across multiple departments. Attended regular training sessions on updates and changes within the industry or organization. Participated in daily huddles with team members in order to discuss common goals and objectives. Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

Resolved customer complaints in a timely manner to ensure customer satisfaction. Processed orders, forms, applications, and requests accurately and efficiently. Assisted customers with navigating the company's website to locate desired information or items for purchase. Maintained records of customer interactions, transactions, comments, and complaints. Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.

Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries. Monitored call queues in order to prioritize incoming calls by urgency or importance level. WAREHOUSE ASSOCIATE 07/2023 - 08/2023

Amazon - Norcross, Georgia

Maintained accurate inventory records through manual and computerized systems. Performed cycle counts to ensure accuracy of inventory levels. Organized warehouse space by rearranging products on shelves, racks and bins according to size, weight, type and other specifications.

RESTAURANT HOSTESS 06/2023 - 07/2023

Cafe Songhai - Norcross, Georgia

Greeted guests and provided menus.

Provided excellent customer service to ensure satisfaction. Assisted in training new servers.

Prepared drinks according to standard recipes.

Maintained knowledge of current menu items, garnishes, ingredients and preparation methods. Took orders from customers accurately and in a timely manner. Checked food before serving it to customers.

Monitored dining room for cleanliness and proper set-up at all times. COURTESY CLERK 04/2023 - 06/2023

Kroger - Alpharetta, Georgia

Greeted customers and provided assistance in locating items. Inspected customer bags to ensure no shoplifting occurred. Operated a cash register to process payments from customers. Stocked shelves with merchandise, rotated products, and removed expired items. Organized backroom areas for efficient storage of merchandise. Assisted customers with product selection and answered questions about store policies. Maintained cleanliness of checkout area by sweeping floors and wiping down counters. Received deliveries from vendors and verified accuracy of shipments against invoices. RETAIL SALES ASSOCIATE 10/2021 - 09/2022

LA Fitness - Duluth, Georgia

Assisted customers with finding the right product for their needs. Provided product information and answered customer questions. Demonstrated knowledge of store products and services. Performed cashier duties, such as ringing up sales, processing payments and issuing receipts. Greeted customers upon entering the store and provided assistance. CASHIER 04/2022 - 08/2022

Sprouts Farmer Market - Stone Mountain

Greeted customers and answered any questions they had about the store's products and services. Verified that customers were of legal age to purchase alcohol or tobacco products. Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.

Stocked shelves with merchandise when needed.

Answered customer inquiries regarding store policies and procedures. Processed returns and exchanges of merchandise in accordance with store policies. Balanced daily transactions on a computerized point-of-sale system. CUSTOMER SERVICE REPRESENTATIVE 08/2020 - 11/2021 Comcast - Atlanta, GA

Answered customer inquiries and provided accurate information regarding products and services. Provided excellent customer service to resolve customer complaints in a timely manner. Gathered customer feedback through surveys and used the data to improve customer service. Assisted customers with product selection, ordering, billing, returns, exchanges and technical support. Maintained detailed records of customer interactions, transactions and comments for future reference. Performed administrative tasks such as filing paperwork, updating databases and generating reports. Resolved complex problems by working with other departments to provide solutions that meet customer needs. RETAIL SALES ASSOCIATE 08/2020 - 11/2021

Home Goods Warehouse - Peachtree Corners, Georgia

Assisted customers with finding the right product for their needs. Provided product information and answered customer questions. Demonstrated knowledge of store products and services. Greeted customers upon entering the store and provided assistance. Organized displays to attract customers and promote sales. Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors. Processed returned merchandise according to company policies. Completed transactions in an efficient manner while providing excellent customer service. Handled customer complaints in a professional manner. Offered suggestions for additional items that may be of interest to customers. TRAVEL CONSULTANT 08/2017 - 09/2019

American Express, AMEX - Atlanta, GA

Provided customers with detailed information about travel destinations and packages. Developed customized travel plans to meet customer needs and preferences. Created itineraries for customers, including flight bookings, car rentals and hotel reservations. Resolved any issues related to travel plans and services. Assisted customers in making changes to existing itineraries or canceling trips. Responded promptly to customer inquiries via phone, email or in-person contact. Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips. Maintained an up-to-date knowledge of industry trends, seasonal promotions and available products. Processed payments from customers using a variety of methods such as credit cards, cash or checks. Generated reports on sales performance metrics based on daily, weekly, monthly data analysis. Tracked customer satisfaction ratings through surveys and feedback forms. Monitored competitors' prices and offerings to maintain competitive edge in the market. Advised clients on foreign currency exchange rate fluctuations when booking international trips. Organized promotional activities such as roadshows, seminars and workshops. Provided support during pre-trip preparations such as visa applications. SERVER 02/2016 - 04/2018

Captain D's Seafood - Norcross, Georgia

Greeted guests and provided menus.

Provided excellent customer service to ensure satisfaction. Assisted in training new servers.

Maintained knowledge of current menu items, garnishes, ingredients and preparation methods. Prepared drinks according to standard recipes.

Took orders from customers accurately and in a timely manner. Delivered food orders promptly and courteously.

Monitored dining room for cleanliness and proper set-up at all times. RESTAURANT HOSTESS 08/2016 - 09/2016

I hope restaurant - Peachtree Corners, Georgia

Greeted customers and escorted them to their tables. Assigned seating arrangements based on customer preferences and restaurant policies. Provided menus and answered questions about menu items and specials. Managed reservations, waitlists, and special requests for large parties. Monitored dining room activity to ensure all guests were receiving optimal service. HOUSEKEEPER 07/2014 - 09/2015

InTown Suites - Stone Mountain

Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces. Cleaned bathrooms, including toilets, tubs, showers and sinks. Changed bed linens and towels, tidied up rooms.

Stocked amenities such as soap, shampoo and toilet paper in guest rooms. Replenished supplies such as drinking glasses and coffee cups in guest rooms. Education and Training

National University - La Jolla, CA BBA

Law, Expected in 05/2028

Norcross High School - Norcross, GA High School Diploma 08/2018

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