Customer Service Specialist

Terra A. Mcfadden

Edgemoor, South Carolina ****2

803-***-**** **************@*****.***

PROFESSIONAL SUMMARY

I am a dedicated administrative professional with a strong track record in efficiently managing high-volume workloads. My experience includes preparing documents, mailing packages, and organizing schedules to effectively meet team needs, showcasing my solid database administration and customer relations skills.

As a dynamic customer service specialist with extensive experience at Lazy Boy, I excel in resolving complaints and communicating effectively. I have demonstrated leadership by managing teams and streamlining operations, ultimately enhancing performance through process optimization. Proficient in Microsoft Office Suite, I am committed to achieving customer satisfaction and building positive relationships.

SKILLS

Leadership and Management skills

Project Management

Planning and organization

Effective communication

Excellent time management

Proficient in Microsoft Office Products

Performance maximization

Cost control and tracking

Assignment coordination

Materials management

Complaint resolution

Microsoft Office Suite

Microsoft outlook

Member account management

EXPERIENCE

JULY 2023-FEBRUARY 2025

Customer Service Representative Level 3

Lazy Boy Rock Hill, SC

Collaborated with other departments to ensure prompt resolution of customer concerns.

Conducted outbound calls to follow up on previous purchases or provide additional support if necessary.

Provided accurate information about products and services to customers.

Monitored social media platforms for relevant customer feedback and responded accordingly.

Contributed to team effort by meeting performance goals and assisting colleagues when needed.

Processed orders, prepared correspondences, and completed required documentation.

Managed difficult customer situations with professionalism and empathy.

Answered customer inquiries via phone, email, and chat.

NOVEMBER 2014-MARCH 2023

Transportation Director

York County Council on Aging

Organize and maintain employee driver training records

Schedule all Rural and Urban City/County Trips in South Carolina

Handle a wide variety of telephone calls, mail, visitors and appointments

Organize weekly and monthly inspections and maintenance all transportation vehicles

Interview and Hire new drivers

Arrange and schedule all department monthly meetings for transportation

Manage and process payroll for all drivers and dispatchers

Streamlined communication between warehouse, distribution centers, customer service representatives, and drivers for seamless order processing.

Conducted performance evaluations for transportation team members and provided feedback for improvement opportunities.

AUGUST 2012-SEPTEMBER 2014

Customer Service Specialist

Dial America

Handled day to day customer contact via phones, faxes, and emails

Provided floor support

Assisted with training of new customer service reps

Built and established positive trustworthy relationships with clients in order to ensure continued client patronage and satisfaction

Received and resolved escalation level calls from representatives and clients

Completed administrative tasks such as filing paperwork or organizing digital documents related to customer interactions.

EDUCATION

General Studies

Northwestern High School

May 1995

ACTIVITIES AND SOCIETIES

Meals on Wheels of America, Volunteer, 2008 - Present

ACCOMPLISHMENTS

Rule Urban NTAC for Federal Transportation

New Trans and Technology for Transportation Association of South Carolina

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