Customer Service Agent
Resume:
Stephanie Mullins
Georgetown, KY *****
***********@*****.***
Authorized to work in the US for any employer
Work Experience
Property Manager
Storage Rentals of America-Georgetown, KY
Present
Assistant Store Manager
Goodwill-Winchester, KY
October 2018 to November 2018
Hiring, interviewing, training new hires. Scheduling, payroll, safe, bank deposite, supervise employees and the store.
Customer Service Agent
Amazon-Winchester, KY
August 2015 to August 2017
While employed with Amazon, I piloted Amazon Prime, AMZL Delivery and B2B. I also trained new hires on the floor and assisted in recruiting new hires at the job fair. I also received inbound calls, emails, and chats from customers, deliver drivers and businesses. I resolved issues, gave directions, handled emergency calls from drivers, resolved billing issues, assisted customers while shopping and resolved technical issues with devices.I also piloted the current system that Amazon is using to locate AMZL deliveries that were not received by the customer. I left the company in 2017 after my husband and I purchased and started our cattle farm.
Customer Service Agent
Xerox-Lexington, KY
June 2013 to October 2014
I took inbound calls from customers and assisted the customer with account and billing issues. I also assisted the customer with purchasing products and recommended products. Customer Service Agent
General Dynamics-Winchester, KY
October 2013 to January 2014
As a customer service agent I received inbound calls and assisted customers with applying for healthcare, and purchasing healthcare.
Cashier/Customer Service
Dollar Tree-Winchester, KY
2003 to 2004
I ran the cash register, cleaned the store, did nightly bank deposits, and closed and opened the store. Cashier/Customer Service
Kmart-Winchester, KY
2002 to 2003
I ran the cash register as well as provided customer service. Education
High school diploma in Library Science
Ashford University-San Diego, CA
May 2015 to May 2016
Some college in General Studies
Eastern Kentucky University-Richmond, KY
September 1998 to January 1999
High School Diploma in General Education
George Rogers Clark High School
August 1995 to May 1998
Skills
• Customer Service
• Powerpoint (10+ years)
• Customer service
• Store management
• Receptionist skills (10+ years)
• Recruiting (2 years)
• Fashion retail
• Data Entry (10+ years)
• Cash handling
• Store Management Experience
• Telemarketing
• Excel (10+ years)
• Training (2 years)
• Process Improvement
• Cash register
• HIPAA
• Typing
• Childcare
• Microsoft office (10+ years)
• Customer Care
• Incident management
• CSR
• Public Speaking (10+ years)
• Call Center
• Customer Service Skills (10+ years)
• Interviewing
• Recruiting
• Supervising experience
• Clerical experience
• Phone Etiquette
• Training & development
• Windows
Additional Information
Skills
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Accurately documented, researched and resolved customer service issues. Managed high call volume with tact and professionalism. Defused volatile customer situations calmly and courteously. Met or exceeded service and quality standards every review period. Addressed and resolved customer product complaints empathetically and professionally. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Provided an elevated customer experience to generate a loyal clientèle. Routinely answered customer questions regarding merchandise and pricing. Asked open-ended questions to assess customer needs. Developed reputation as an efficient service provider with high levels of accuracy. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Built long-term customer relationships and advised customers on purchases and promotions. Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
Answered an average of 80 calls per day by addressing customer inquiries, solving problems and providing new product information.
Extensively trained new and existing employees.
Conducted one-on-one tutoring sessions for new employees. Maintained a clean reception area, including lounge and associated areas. Assisted senior recruiting staff with career fairs and recruiting events. Answered and managed incoming and outgoing calls while recording accurate messages. Opened and properly distributed incoming mail.
Greeted numerous visitors, including VIPs, vendors and interview candidates. Helped distribute employee notices and mail around the office. Responded to internal and external requests for information. Followed-up with staff and customers regarding missing or needed information. Adhered to all related company policies and government regulations. Upheld confidentiality of all information.
Received, screened and routed incoming calls.
Evaluated the effectiveness of training programs and recommended improvements to upper management.
Trained staff during demonstrations, meetings, conferences and workshops. Planned the corporate annual summer and holiday events, which included team building-based training initiatives.
Facilitated new-hire orientations.
Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
Made recommendations and developed technical design for new application features. Trained users in the proper use of hardware or software. Followed internal procedures for change management, incident management and escalation. Resolved customer issues in a clear, courteous and straightforward manner. Demonstrated professionalism and courtesy with customers at all times. Created cases and claims for damaged, lost or displaced packages. Resolved problems with malfunctioning products.
Followed up with clients to ensure optimal customer satisfaction. Conducted research to address customer concerns.
Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues.
Strong leader of customer support staff.
Facilitated inter-departmental communication to effectively provide customer support. Maintained accurate records of past due customer account activity. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintained up-to-date knowledge of product and service changes. Investigated and resolved customer inquiries and complaints in an empathetic manner. Updated customer orders from start to finish in an accurate and timely manner. Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.
Scored in top 10% of employees in successful resolution of issues Described product to customers and accurately explained details and care of merchandise. Politely assisted customers via telephone.
Provided an elevated customer experience to generate a loyal clientèle. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Answered product questions with up-to-date knowledge. Facilitated job recruitment fairs.
Took corrective action in the case of accidents and delays to minimize extra expenses. Presented carrier-performance feedback.
Assigned shipments to carriers in the centralized database. Communicated with dispatchers, warehouses and customers regarding outgoing orders. Prioritized order security, accuracy and on-time pickup and delivery. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Routinely answered customer questions regarding merchandise and pricing. Greeted customers to ascertain what each customer wanted or needed. Developed reputation as an efficient service provider with high levels of accuracy. Documented all customer inquiries and comments thoroughly and quickly. Responded to all customer inquiries thoroughly and professionally. Referred unresolved customer grievances to designated departments for further investigation. Answered customer questions about product availability and shipment times. Worked night and weekend shifts during holiday season. Greeted customers in a timely fashion, while quickly determining their needs. Conceptualized future program components.
Reviewed customer feedback.
Maintained compliance with company requirements.
Excellent Communication Skills
Microsoft Office Proficiency
Time Management
Customer Inquiries
Strong Problem Solver
Strong Interpersonal Skills
Team Player
Microsoft Word
Meticulous Attention To Detail
Incoming Mail
Multiple Tasks
Data Entry
Professional Phone Etiquette
Outgoing Correspondence
Communication Skills
Public Speaking Skills
Effective Team Leader
Positive Reinforcement Methods
Basic Clerical Knowledge
Microsoft Office
Strong Attention
Increased Responsibility
New Employee Orientations
Hard Work
Continuously Monitored Security
Rule Infractions
High Level Of Integrity
High Ethical Standards
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