Customer Service Representative

CHAVON KNIGHT

************@*****.***, Ph. 240-***-****

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PROFESSIONAL SUMMARY

Highly reliable, people-oriented, and results-focused professional with proven success in solution-oriented performance. A customer service representative skilled in managing critical business functions, using creative-based thinking to reach desired goals. Regarded as a team player with extensive knowledge of web-based applications and office management tasks. An innovative thinker devoted to offering excellent service and solving complex problems. EXPERIENCE

Kaldi’s Social Lounge Silver Spring, MD

Café and Lounge Manager 04/2022 – Present

Supervisor: NAME NEEDED, Ph. XXX_XXX_XXXX

• Oversaw customer service operations, ensuring efficient and effective service delivery to meet customer needs and expectations.

• Led a team of 20, providing cross-functional coaching, training, and mentoring to improve their performance and productivity.

• Organized and scheduled meetings and appointments. Handled catering and ensured necessary meeting items were readily available.

• Developed and implemented customer-centric strategies, programs, and initiatives to enhance customer satisfaction, retention, and loyalty.

• Worked closely with other departments to identify and resolve customer issues, complaints, and escalations, ensuring timely and satisfactory resolution.

• Monitored and analyzed customer feedback and service metrics to identify areas for improvement and implement corrective actions.

• Collaborated with teams to develop and implement process improvement and innovation. Increasing efficiency, productivity, and customer satisfaction.

• Prepared and presented regular performance reports and analyses to senior management, highlighting achievements, challenges, and opportunities for improvement. Pen Federal Credit Union Washington, DC

Contracted Fraud Specialist 11/2021 – 04/2022

Supervisor: NAME NEEDED, Ph. XXX_XXX_XXXX

• Processed credit applications, providing customer service support to 1,000+ clients in credit union matters.

• Established and maintained strong relationships with key clients, reviewing credit line applications, understanding their needs, and providing customized solutions to meet their requirements.

• Conducted regular performance reviews and credit checks and provided coaching and feedback to improve team performance and productivity. CHAVON KNIGHT

************@*****.***, Ph. 240-***-****

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• Developed and implemented customer service policies, procedures, and standards, ensuring compliance with industry regulations and company guidelines.

• Monitored and analyzed customer feedback and service metrics to identify trends, patterns, and areas for improvement.

• Coordinated with other departments to resolve customer issues and complaints, ensuring timely and satisfactory resolution.

• Prepared and presented regular reports to senior management, highlighting customer service performance, challenges, and opportunities for improvement. National Highway, Traffic & Safety Administration (NHTSA) Washington, DC Customer Service Representative 04/2018 – 03/2022

Supervisor: NAME NEEDED, Ph. XXX_XXX_XXXX

• Answered over 75+ inbound and outbound calls and handled customer complaints regarding vehicle recalls.

• Provided formal written complaints to DOT, directed customers to the appropriate departments to resolve issues, and maintained detailed notes on all accounts

• Document roadway, and vehicular crashes, all while keeping drivers informed

• Enforced road safety laws and regulations; worked with local law enforcement to prevent drunk driving.

• Researched and provided information accurately and developed and updated administrative systems when necessary. Responded to email, telephone, or in- person inquiries.

• Handled and prioritized multiple projects, event planning, and onboarding hiring processes. Confidentially handled all incoming sensory information.

• Completed administrative duties such as filing, typing, copying, binding, scanning, etc.; Created and shipped items punctually and deliberately.

• Maintained professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing personal networks with co-workers and visitors.

• Ensured visitors signed in according to security policy procedures and issued building access badges to verified visitors and industry employees. Montgomery County 311 Rockville, MD

Customer Service Representative 09/2012 – 03/2018

Supervisor: NAME NEEDED, Ph. XXX_XXX_XXXX

• Provided information to callers requesting non-emergency government information and available services in Montgomery County.

• Provided resolutions to customer complaints. Directed customers to available resources, Responded to over 100+ calls daily and showed empathy with a positive attitude.

• Received, responded and directed various inquiries daily with an electronic filing system for communications.

• Assisted with data collection and maintenance for a repository of information dedicated to over 1,000 documents, reports, and media related to the health and ethnic groups. CHAVON KNIGHT

************@*****.***, Ph. 240-***-****

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• Proofread, formatted, and revised bi-weekly & monthly reports that pertain to capacity, communications, and knowledge center development and progress.

• Utilized Microsoft Office (M.S. Word, MS Excel, and M.S. PowerPoint) to maintain records and report writing. Received and screened phone calls from both English and Spanish speakers.

• Provided callers accurate information and clerical support such as making copies, scanning documents, creating files, and engaging in projects.

• Compiled extensive daily, weekly, and monthly records of notes from calls, public announcements, and press releases.

EDUCATION

• Everest Institute – Medical Assistant Certification 03/2008 – 07/2011 SPECIALIZED SYSTEMS & SKILLS

• Microsoft Office Applications, Adobe Suite

• Google Suite and WorkPlace

• Time Management, Inventory Management

• Social Media and email marketing, copywriting, and editing

• POS systems, CRM systems, Sales and negotiation

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