Customer Service Call Center
Resume:
SUMMARY
SKILLS
EXPERIENCE
DAWN
LEDFORD WWW: Bold Profile
************@*****.***
Burkesville, KY 42717
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
• Handling Escalations
• One Call Resolution
• Call Center Operations
• Training and mentoring
• Customer Service
• Staff Management
• Work Prioritization
• Issue Resolution
• Customer Relations
• Problem-Solving
• Employee Scheduling
• Focused on customer satisfaction
• Research ability
CUSTOMER SERVICE MANAGER 03/2020 to 06/2024
Wal-Mart Supercenter - Cookeville, TN
• Provided exceptional customer service to ensure customer satisfaction.
• Monitored staff performance to ensure adherence to customer service standards. Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
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Developed and implemented strategies for providing excellent customer service experience.
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Conducted regular training sessions for staff on new products, services, and customer service techniques.
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Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
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Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
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Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
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Conducted training and offered staff development opportunities to decrease process lags.
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BAR MANAGER 04/2013 to 11/2017
American Legion - Tampa, Florida
Managed bar staff, trained new hires, and implemented disciplinary procedures when necessary.
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Ordered and maintained an adequate supply of alcoholic beverages, glassware, garnishes, ice, napkins, straws and other items needed for drinks.
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Enforced safety regulations and ensured proper sanitation practices were followed by all employees.
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Monitored the performance of bartenders to ensure that all customers received prompt service in a courteous manner.
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Maintained accurate records of liquor inventory and purchases for budgeting purposes.
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Managed day-to-day operations including opening and closing duties, scheduling shifts for employees, cash handling procedures and payroll processing.
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EDUCATION AND
TRAINING
ACTIVITIES AND
HONORS
• Assisted with planning special events such as wine tastings or cocktail parties. Created promotional materials such as flyers or posters to advertise specials or upcoming events.
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NATIONAL ACCOUNT CUSTOMER SERVICE REP 02/2000 to 07/2009 Teletech - Tampa, Florida
Provided excellent customer service to resolve customer complaints in a timely manner.
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Resolved complex problems by working with other departments to provide solutions that meet customer needs.
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Developed strong relationships with customers by providing personalized assistance and support.
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• Tracked orders from start to finish to ensure timely delivery of goods or services. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
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Remained calm and professional in stressful circumstances and effectively diffused tense situations.
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• Answered inbound calls, chats and emails to facilitate customer service.
• Developed strong customer relationships to encourage repeat business. Used approved scripts to de-escalate angry customers during telephone interactions.
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Robinson High School - Tampa, FL
High School Diploma
06/1992
In my off time I enjoy spending time with my horses and chickens. I would love to have a small farm in the near future.
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