Customer Service Front Office
Resume:
S N
Stephanie Nheweyembwa
Professional Summary
Diligent Customer Service specialist that brings top skills in customer service,data entry and conflict resolution.Recognized for resolving customer complaints with intergrity and proffesionalism to maintain customer satisfaction and retention.Motivated team player committed to contributing to company success and goals
Work History
Mutual Of Omaha - Customer Service Representative
Nashville, TN
10/2024 - Current
Paychex Inc - Customer Service Specialist (Remote) 05/2022 - 08/2024
Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
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Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
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Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
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Respond to customer requests for products, services, and company information.
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Maintain detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
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Enhance productivity levels by anticipating needs and delivering outstanding support.
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Responded promptly to customer inquiries and concerns via phone, emails, or chat
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Executed on time and under budget project management to resolve complex issues
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● Managed high volumes of inbound and outbound calls
● Maintained accurate records of customer interactions and transactions
● Provided up-to-date product and service information to customers Coordinated internally with operations and logistics to maintain knowledge of new company products
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Escalated customer issues to the appropriate department or manager as needed
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*****************@*****.***
Madison, Tennessee 37115
Skills
● Issue and complaint resolution
● Call documentation
● CRM Software
● Customer Service
● Microsoft Office
● Microsoft Teams
● Call Center Environments
Working effectively within remote
setting
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Education
08/2015
Chinhoyi University of Technology
Zimbabwe
Tourism And Hospitality : Tourism
01/2011
Ranche House College
Hotel Management : Tourism
Hilton Nashville Airport - Front Desk Associate
01/2020 - 04/2024
Zimbabwe Tourism Authority - Customer Service Team Lead Harare,Zimbabwe
05/2019 - 12/2019
. Set attainable daily,weekly and monthly goals and game plans for the grievance department
. Cross trained new team members,resulting in 17% increase in customer satisfaction ratings from the short time i was hired
. Engaged with customers through live chat,email and phone with the goal to establish relationship and ensuring the feel satisfied with the service they received before ending the interaction
.Successfully multitasked while navigating various functions of the companies service management system
.Volunteered to handle complaints and issues for manager during busy time periods
.Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
Walt Disney World Resort - Park Greeter
Orlando, FL
04/2018 - 05/2019
Collaborated with other departments to resolve customer issues and concerns
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Mentored new hires on procedures and policies to maximize team performance
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Keept front desk tidy and presentable with all necessary material (pens, forms, paper etc.)
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● Greeting and welcoming guests
● Answered questions and address complaints
● Answered all incoming calls and redirect them or keep messages
● Received letters, packages etc
Prepared outgoing mail by drafting correspondence, securing parcels etc
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● Checked sort and forwarded emails
Created displays and easy-to-read signage to assist guests in navigating the attractions area
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Performed troubleshooting and routine maintenance to keep equipment in top working order
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Resolved guest issues by determining the source of the complaint and working with the supervisor to develop a corrective action plan
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Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys
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Increased customer satisfaction and service by giving visitors directions to requested locations, events, and landmarks.
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Rainbow Towers & Conference Centre - Customer Service Representative
Harare,Zimbabwe
01/2017 - 01/2018
Standard Hotel - Customer Service Specialist
Bulawayo,Zimbabwe
02/2015 - 12/2016
Maintained a customer resolution rate of 95% over tenure with the company
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Upheld lightly control policies and procedures to increase customer satisfaction
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Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation issues to department supervisor
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Provided knowledgeable and friendly service to guests who had problems with their rooms or reservation.
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Assisted over 40 clients daily with their needs and concerns via phone,email,web cha and fax
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Trained new hires on products and services,best practices and protocols to reduce process gaps
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Coordinated internally with operations and logistics to maintain knowledge of new company products
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Mentored new employees on procedures and policies to maximize team performance
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