Customer Service Representative

PROFESSIONAL

SUMMARY

SKILLS

EXPERIENCE

YA YOLANDA ALEXANDER

CHESAPEAKE, VA 23321 175-***-***** **************@*****.*** Dynamic and results-oriented professional with a proven track record at QVC Incorporation, excelling in customer service and complaint resolution. Leveraged interpersonal skills and problem-solving abilities to enhance customer satisfaction and streamline operations. Skilled in credit card payment processing and proficient in leveraging technology for efficiency. Demonstrated commitment to excellence and continuous improvement, significantly contributing to team success.

• Interpersonal skills Verbal/written

communications

• • Conflict Resolutions

• Time Management • Accountability • Complaint resolution Credit card payment

processing

• • Warehousing functions • Refunds process

September 2019 - October 2024

Customer Service Representative

QVC Incorporation West Chester, Philapheda

Ensured satisfied customers by following the service excellence call expectations and department procedures to place customer orders efficiently

•

Conduct audits on incoming orders validating that the information provided is complete, accurate, and within company policy guidelines

•

Offered relevant promotions, up-sell products, and cross-sell, provided answers to inquiries and customer questions, and made outbound calls to customers

•

Facilitated outbound calls to customers to update account statuses and utilized the SRA tracking system to monitor customer packages and provide accurate delivery timelines

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Responded to inbound calls concerning past-due notices and updated customer accounts accordingly

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Monitored deliveries via USPS and UPS to ensure accuracy for customer order timelines, and maintained comprehensive data for all customer accounts

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Addressed escalated calls and directed them to appropriate departments as necessary.

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May 2017 - August 2017

Intern

NEXCOM Norfolk, Virginia

• Collected and promptly delivered statistical data as requested by the director EDUCATION

Multitasked various office duties and updated hard-copy files for digital accessibility

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• Input matching Excel data concerning customers accounts

• Assist NEXCOM Associates during rewards and recognition ceremonies Created, updated, and maintained reporting spreadsheets to capture data for NEXCOM HEADQUARTERS

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Executed data entry utilizing PeopleSoft software for new hire information, pay actions, promotions, transfers, and terminations

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Developed spreadsheets for the Human Resources team to track and record essential HR data and established a new digital filing system

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• Proficiently utilized web browsers, email, spreadsheets, and word processing. May 2015 Associate degree - Human Service

Tidewater Community College, Portsmouth, Virginia

• Awards and Recognitions

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