Customer Service Relations

DEBRA BLAKE

Norcross, GA ***** 404-***-**** **********@*****.***

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Critical Thinking

Calm and Professional Under Pressure

Complex Problem-Solving

Microsoft 365

Salesforce

Microsoft Teams

Falcon

ATG

Microsoft PowerPoint

Livechat Messaging

Customer Service Reservist, 10/2022 - Current

Center For Disease Control – Atlanta, GA

Answered customer telephone calls promptly to avoid on-hold wait times. Provided a high level of customer service to each person by engaging the customer and using active listening and effective interpersonal skills.

Educated callers on current CDC guidelines and recommendations. Paid close attention to callers' inquiries to provide the best solution to their questions. Recorded detailed notes of caller's inquiries so that the next agent has the best and most up-to-date information.

Answered an average of 60 calls, per day, addressing customer inquiries, solving problems, and providing information.

Virtual Member Service Representative, 01/2022 - 09/2022 S3 Shared Service Solutions – Norcross, GA

Helped a large volume of customers every day with a large volume of customers with a positive attitude and focus on customer satisfaction.

Assisted members with correcting account, service, and system issues by educating them on required forms and technical processes.

Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.

PROFESSIONAL SUMMARY

PROFESSIONAL SKILLS

PROFESSIONAL WORK HISTORY

Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions. Resolved concerns with products or services to help with retention and drive sales. Reduced average call time 25% with optimal call control and proper use of internal knowledge bases. Virtual Customer Service Representative, 08/2016 - 12/2021 Arise Virtual Solutions, Inc. – Miramar, FL

Resolved customer complaints by determining the cause of the problem, selecting the best solution, and expediting correction or adjustment.

Troubleshot and resolved online ordering issues and concerns to promote a seamless ordering process for customers.

Maintained a positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.

Property Manager, 01/2010 - 07/2016

NALS Apartment Homes – Norcross, GA

Verified income, assets, and expenses and completed file tracking sheet for each applicant. Monitored the progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.

Maintained a sufficient number of units market-ready for lease. Evaluated and recommended changes in rental pricing strategies to remain competitive in the market. Handled disciplinary actions, performance appraisals, and terminations of company staff. Developed, reviewed, and submitted property operating and capital budgets. Developed and executed a plan to achieve and maintain a 98% or better rate of occupancy. Assistant Property Manager, 10/2005 - 12/2009

NALS Apartment Homes – Brookhaven, GA

Followed up on delinquent tenants and coordinated collection procedures. Completed final move-out walk-throughs with tenants to identify required repairs. Processed security deposit refunds.

Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.

Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.

Monitored timely receipt and reconciliation of rent collections by landlord and resident statutes. Escalated major issues to the property manager for immediate remediation. Attended staff meetings and took extensive notes to share with the property manager. Boosted occupancy by 20% by leveraging market knowledge and successful promotional strategies.

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