Customer Service Representative

Lorenza Black Address: *** Rolling Oak Dr, Georgetown, SC 29440. Phone Number: (301)-

***-****. ***** *******: ***********.**@*****.***

Professional Summary

Dedicated and personable Customer Service Professional with 10 years of experience in delivering exceptional customer experiences, resolving issues, and maintaining high levels of customer satisfaction. Skilled in [specific skills, e.g., handling high-volume calls, CRM software, conflict resolution]. Recognized for strong communication, problem-solving, and interpersonal abilities.

Skills

• Strong verbal and written communication

• Conflict resolution and de-escalation

• Proficiency in specific tools, e.g., Zendesk, Salesforce, Microsoft Office

• Multitasking and time management

• Empathy and active listening

• Data entry and reporting

• Team collaboration and adaptability

• Customer relationship management

Professional Experience

FULL CHARGE OFFICE SUPERVISOR

LOKI Embroidery & Printing Services - 1200 G St, Washington, DC 20005 08/2010 – 02/2025

1. Responding to Inquiries

• Answer questions via phone, email, chat, or in-person

• Provide accurate product or service information

2. Resolving Complaints

• Handle dissatisfied customers calmly and professionally

• Offer solutions, process refunds or exchanges if needed

• Escalate issues to the appropriate department when necessary 3. Order Management

• Process orders, returns, and cancellations

• Update customers on order status or shipping delays 4. Technical Support (if applicable)

• Assist customers with troubleshooting problems

• Provide step-by-step instructions or escalate to tech teams 5. Data Entry & Documentation

• Log customer interactions in CRM or helpdesk system (e.g., Salesforce, Zendesk)

• Keep records of inquiries, complaints, and resolutions 6. Follow-up

• Ensure customers are satisfied post-interaction

• Send follow-up emails or surveys for feedback

7. Knowledge Base Management

• Update FAQ pages or internal support documentation based on common issues 8. Upselling & Cross-Selling

• Recommend additional products or services based on customer needs Education

B.S., Bachelor's Degree in Accounting

Benedict College - Columbia, SC

08/1990-05/1995

References

Available upon request.

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