Customer Service Representative

Matthew Mayo

Chattanooga, TN *****

**************@*****.***

423-***-****

Professional Summary

I’m an energetic and driven employee that works as well in group settings as well as alone. I’m a fast learner and always striving to be better!

Work Experience

Customer Service Representative

AppliancePartsPros.com-Cleveland, TN

August 2020 to March 2025

• Provided exceptional customer service by assisting customers with purchasing appliance parts and troubleshooting technical issues.

• Handled a high volume of inbound and outbound calls, addressing customer inquiries with professionalism and efficiency.

• Accurately identified customer needs and recommended appropriate parts based on appliance model and issue.

• Walked customers through basic troubleshooting steps to diagnose and resolve appliance problems over the phone.

• Processed orders, returns, and exchanges while ensuring accurate data entry and transaction processing.

• Maintained up-to-date knowledge of appliance components, repair techniques, and manufacturer guidelines.

• Resolved customer complaints and escalations in a timely and effective manner, ensuring customer satisfaction.

• Utilized CRM and call center software to log interactions, track orders, and document troubleshooting steps.

• Met and exceeded key performance indicators (KPIs), including call resolution time, customer satisfaction scores, and sales goals.

• Collaborated with team members and supervisors to improve service strategies and enhance the customer experience.

Marketing

AppliancePartsPros.com-Cleveland, TN

August 2020 to March 2025

• Developed and executed comprehensive marketing strategies to increase brand awareness and drive customer acquisition

• Analyzed market trends and competitor activities to identify opportunities for growth and develop targeted marketing initiatives

• Collaborated with cross-functional teams to create compelling messaging and creative assets that resonated with target audience

• Increased website traffic through search engine optimization (SEO) techniques such as keyword research and on-page optimization

• Leveraged social media platforms to engage with customers, build brand loyalty, and drive user- generated content (UGC)

• Created engaging blog posts, articles, whitepapers, case studies etc. that positioned the company as a thought leader in the industry

• Implemented marketing automation tools to streamline lead nurturing processes and improve overall efficiency

• Pioneered the use of new digital channels such as TikTok or Clubhouse for targeted advertising campaigns reaching Gen Z audiences

• Managed social media advertising campaigns across platforms such as Facebook, Instagram, Twitter etc. optimizing targeting parameters for maximum ROI

• Monitored industry trends and competitor activities to identify emerging opportunities or threats that could impact marketing strategies

Education

Associate's degree in Business Administration

Chattanooga State Community College - Chattanooga, TN August 2024 to Present

High school diploma

Cleveland High School - Cleveland, TN

Skills

• Phone Etiquette (4 years)

• Keyword Research (2 years)

• SEO tools (2 years)

• WordPress (3 years)

• Content Marketing (3 years)

• Content Management (3 years)

• Multi-line Phone Systems (4 years)

• Google Analytics

• Digital marketing (4 years)

• Editing (3 years)

• Customer service (4 years)

• Google AdWords

• Email Marketing

• Communication skills (4 years)

• Blogging (3 years)

• Marketing (4 years)

• SEO (2 years)

• Call Center (5 years)

• Content Creation (3 years)

• Answering Phones (4 years)

• Customer Service Representative (4 years)

• Troubleshooting (4 years)

• AI (2 years)

• Branding (3 years)

• Social Media Management (1 year)

Contact this candidate