Customer Service Relations
Resume:
Q. NIECOLE MCCRANEY
Jacksonville, FL *****
• 904-***-**** **********@*****.***
Customer Relations Professional with more than 20+ years of advanced customer service, call center, retail & instruction experience. 3 years of Collection and 4 years of managerial experience. Possess experience in diverse industries including government, not-for-profit organizations, retail and professional services, healthcare, retail, and in both the public and private sectors. Thrives in challenging environments and consistently demonstrates excellent problem solving, organizational and leadership skills.
Summary Skills
Customer Relations/Service Skills
Accurately direct inbound calls in phone queues to provide correct assistance or feedback.
Demonstrate mastery of customer service call scripts within specified timeframes.
Team player able to successfully work on cross functional teams to meet customers’ needs.
Successfully deal with difficult personalities to resolve dissatisfaction and problems.
Record details of customer inquiries, complaints, or comments, as well as actions taken.
Check to ensure that appropriate changes were made to resolve customers' concerns.
Resolve customers' service or billing complaints while maintaining customer first attitude.
Observe, receive and obtain information from all sources to assist in servicing customers.
Communications Skills
Excellent ability to understand customers’ needs and provide exceptional results.
Collaborate with colleagues, clients, customers and peers to assist in servicing customers.
Expert verbal and written communicator with clients, the public & other external sources.
Excellent communicator with Supervisors, Peers, or Subordinates.
Prepare a wide variety of internal and external executive reports and written materials.
Prepare written correspondence, notices, reports, letters, memorandums, tables, graphs, charts, newsletters, project status, surveys, bulletins and referrals.
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts or obtain details of complaints.
Management Skills
Skilled in maintaining order amidst chaos and ever-changing challenges.
Able to seamlessly multi-task long and short-term priorities to generate desired results.
Develop and maintain constructive and cooperative working relationships with others.
Established and enforced rules for behavior and procedures for maintaining order.
Technical Skills
Use computers and computer systems to set up functions, enter data, or process information.
Proficient in Microsoft Office, including Word, Excel, Outlook and PowerPoint and able to operate all major office equipment.
Work Experience
Target 04/2024- present
Jacksonville, FL
General Merchandise Expert
Freedom Mortgage 11/2021- 08/2022
Jacksonville, FL
● Customer Success Agent
BCForward - Bank Of America 9/28/2020 - 02/2021
Jacksonville, FL
● Sr. Customer Service Representative(Temporary Position)
OneCall Care Management
Jacksonville, FL
● Medical Services Coordinator
United States Postal Services
6/11/2018 - 2/3/2020
Jacksonville, FL
11/2017 – 1/2018
● Mail Handler (Seasonal)
Education
Associate of Science in Funeral Services
Florida State College at Jacksonville, Jacksonville, FL October 2022-present
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