Customer Service Representative

Linda Turntine

CUSTOMER SERVICE REPRESENATIVE

HIGHLY MOTIVATED CUSTOMER SERVICE REPRESENTATIVE WITH OVER 4 YEARS OF EXPERIENCE DELIVERING EXCEPTIONAL

SUPPORT TO CUSTOMERS IN FAST-PACED ENVIRONMENTS.

SKILLED IN CONFLICT RESOLUTION, CRM SYSTEMS, AND

FOSTERING LONG-TERM CUSTOMER RELATIONSHIPS. KNOWN FOR EXCEEDING PERFORMANCE METRICS, ACHIEVING HIGH

CUSTOMER SATISFACTION SCORES, AND IMPROVING PROCESSES TO ENHANCE EFFICIENCY.

***************@*****.*** 662-***-****

EXPERIENCE

January 2021- Current Customer Service Representative Chime Solutions Atlanta, GA

January 2021 – Present

• Handle an average of 75 customer inquiries daily through phone, email, and live chat, maintaining a 98% customer satisfaction score.

• Resolved customer issues, including billing discrepancies, product returns, and account updates, within an average of 24 hours.

• Trained and mentored 5 new hires, reducing their onboarding time by 20%.

• Contributed to a 15% increase in team efficiency by proposing and implementing a streamlined ticket escalation process.

• Regularly updated customer accounts in Salesforce, ensuring data accuracy. June 2017-December 2019 Customer Support Specialist Kaiser Permanente Insurance

June 2017 – December 2019

• Assisted customers with product recommendations and troubleshooting, resulting in a 25% increase in upsell opportunities.

• Managed escalated cases with a resolution rate of 90% within SLA timelines.

• Conducted monthly quality checks on customer service interactions to improve team performance.

• Developed knowledge base articles to improve first-contact resolution rates by 10%. June2018-October 2019 Customer Service Associate

Home Depot

June 2018 – October 2019

• Delivered prompt, professional service to customers via phone, email, and live chat.

• Escalated complex issues to appropriate departments, ensuring timely resolutions.

• Achieved [specific performance metrics, e.g., “top-rated agent for X months”].

• Trained new team members on effective communication techniques and call handling procedures.

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