Customer Service Representative

**** ********* **, *** ****, HOUSTON, USA, ***** • **********@*****.*** • 281-***-****

TWANNA STOKES

Customer Service Representative

PROFESSIONAL SUMMARY

Customer Service Representative with over 9 years of experience enhancing service efficiency through strategic problem-solving and data analysis. Demonstrates expertise in conflict resolution, team leadership, and technical troubleshooting, consistently improving customer satisfaction rates. Aspires to leverage skills in quality assurance and customer retention to drive excellence in service delivery.

EMPLOYMENT HISTORY

PACKER/SORTERJul 2022 - Present

Amazon Richmond, TX

Efficiently sort and pack products, ensuring accurate order fulfillment. Maintain strict quality control standards, minimizing errors and optimizing warehouse flow.

Consistently exceed daily packing quotas while maintaining high accuracy. Implement process improvements, reducing sorting time and enhancing overall productivity.

Propose and implement creative solutions for streamlining packing processes. Adapt quickly to new technologies and systems, enhancing operational effectiveness.

SENIOR CUSTOMER SERVICE REPRESENTATIVE Jan 2019 - Jul 2022

PFS GroupRemote

Led customer service team, resolving complex issues and improving satisfaction rates. Implemented new feedback system, driving measurable improvements in service quality.

Complete billing process & meet billing due dates. Assist with special bill8ng projects as needed.

Analyzed complex customer issues, developing strategic solutions that enhanced overall service efficiency and reduced repeat inquiries.

Review & verify billing accuracy, including supporting documentation. Ensure all billing documents meet internal & client requirements.

SUPERVISORFeb 2016 - Jan 2019

WalgreensPearland, TX

Led team of 10 associates, optimizing store operations and enhancing customer service. Implemented new inventory system, reducing stockouts and boosting sales.

Implemented new cash handling procedures to reduce internal theft; while improving accuracy of cash.

Mentored and coached team members, facilitating professional growth and promoting from within. Created a positive work environment, reducing turnover and boosting morale.

Streamlined inventory management, reducing stockouts and driving sales growth. Implemented mobile checkout, enhancing customer experience and operational efficiency.

EDUCATION

GENERAL STUDIESApr 1988 - 1992

North Forsyth High SchoolWinston-Salem, NC

GPA: 3.42

SKILLS

Conflict resolution, Team leadership, Data analysis, Customer retention,, Multitasking, Technical troubleshooting, Customer onboarding, Call handling, Quality assurance, Inventory management, Problem-solving, Customer engagement.

REFERENCES

Matthew Garcia, Walgreens 281-***-****); Michael Hymes, PFS Group 318-***-****); Stephanie Wade, Amazon 281-***-****).

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