Customer Service Rep
Resume:
GWEN T. SAMUELS-DAVIS
**** ** ******* ** ***** TRL 8
GREENSBORO, NC 27405
Phone: 743-***-****
*************@*****.***
Employment History
Customer Service Rep
*/*/****- ***** ******* USA Staffing/Vericast Remote job Greensboro, NC
Taking inbound and outbound calls, helping customers with their issues with their accounts
Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
Built a report with customers through active listening, empathy, and personalized interactions
Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
Assisted customers in navigating the company website, troubleshooting technical issues, and placing orders online
Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
Maintained detailed records of all customer interactions in the CRM system for future reference and analysis
Identified opportunities for process improvement based on common customer inquiries or pain points
Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
Upsold additional products or services to customers based on their needs and preferences
Customer Service representatives
2/2/2020-3/5/2025 Concentrix LLC Remote job Greensboro NC
Taking inbound and outbound calls, 50 or better of calls assist in case management cases assist in training classes assist in subject matter expert helping agents to be better on taking their calls with case management making sure all the agents cases are correctly done on customers’ accounts, Be in meetings Making sure everyone is updated on their systems and being aware of all documents that have been updated.
I have worked in a Healthcare insurance company for over five years with this company.
I have worked in the mail order pharmacy dept for five years with this company.
Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
Built report with customers through active listening, empathy, and personalized interactions
Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
Assisted customers in navigating the company website, troubleshooting technical issues, and placing orders online
Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
Maintained detailed records of all customer interactions in the CRM system for future reference and analysis
Identified opportunities for process improvement based on common customer inquiries or pain points
Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
Upsold additional products or services to customers based on their needs and preferences
Handled billing inquiries, including payment processing, refunds, adjustments, and account updates, accurately and efficiently
Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
This contributes to team success by achieving individual targets while also supporting colleagues during peak periods
Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries
Collaborated with the product development team to provide valuable customer feedback on product features, usability, and enhancements
Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process
Recognized as a subject matter expert within the department due to extensive knowledge of company products and policies
Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
Achieved XX% increase in customer satisfaction ratings through proactive problem-solving and personalized service delivery
Increased customer retention rates by implementing a loyalty program that rewarded frequent purchasers with exclusive discounts or perks
Mentored junior team members to improve their performance metrics and enhance overall team productivity
Served as a liaison between customers and other departments such as sales or technical support to ensure seamless communication
Implemented chatbot technology to automate responses for frequently asked questions, reducing response time by XX%
Demonstrated strong conflict resolution skills by de-escalating tense situations effectively while always maintaining professionalism
Streamlined the complaint escalation process, resulting in a XX% reduction in unresolved complaints within the first year of implementation
Conducted regular quality assurance checks on recorded calls or written communications to identify areas for improvement or additional training needs
Developed comprehensive knowledge base articles addressing common customer inquiries, which reduced call volume by XX%
Collaborated with the marketing team to develop scripts for outbound calling campaigns targeting potential customers based on specific criteria
Achieved top ranking among peers for consistently meeting or exceeding monthly targets related to call volume, issue resolution rate, or upselling goals
Participated in cross-functional projects aimed at improving overall customer experience across multiple touchpoints
Utilized active listening techniques when interacting with customers, allowing me to understand their needs better, leading to improved issue resolution rate
Implemented a customer feedback survey system that resulted in a XX% increase in response rate and valuable insights for process improvement
Developed strong time management skills by efficiently prioritizing tasks and ensuring timely follow-up with customers
Collaborated with the sales team to identify potential upselling opportunities during customer interactions, resulting in an increase in average order value by XX%
Assisted with product recalls or safety alerts by promptly notifying affected customers and guiding them through the necessary steps for resolution
Maintained a positive attitude and professional demeanor even when faced with challenging or difficult customers
Utilized CRM data analysis to identify trends, patterns, or recurring issues that required further attention or process refinement
Demonstrated adaptability by quickly learning new software systems or tools introduced to enhance customer service operations
Contributed to the development of training materials such as FAQs, knowledge base articles, or call scripts for new hires
Quality Tech
09/23/2020 -10/29/2020 Custom Converting Solutions Greensboro NC
Inspecting the material that comes off the machine and taking care of the shipping and loading of the trunks. Keep up with the paperwork that must be keyed in for any audits and make multiple checks and tests every hour. Work on the line as needed.
Quality Finishing Inspector/Transmission Room/Frame line
01/05/2019-06/08/2020 Honda Burlington, NC
Inspecting the transmission for the lawnmowers before it goes into the frame of the mowers. Keep up with the tests on the computer by putting the data in as you scan each transmission. Keep up with all the paperwork for each hour of tests. Work on the line as needed to help with production.
QA Lab Tech
05/03/2017-01/03/2019 Vita Nonwoven High Point,
NC
Taking measurements on the product and making sure that the product meets the standard of customer satisfaction and quality guidelines. Make sure that all data is entered into the system database. Making sure that all employees are in their PPE. Check on the station to make sure that they are in quality guidelines. Meetings with quality supervisors to go over the daily activities. Go to all quality audit classes.
QA Lab Tech
01/15/2018-05/11/2018 Carolina Dairy Biscoe, NC
Checking the temperature and scale checks on the product that is running on the lines.
Taking brix and allergens tests on the products and making sure that the quality of the product is to the customers’ satisfaction. Checking the chlorine and PH levels also to make sure their product is being sanitized correctly.
Knitter,Inspector,QA
11/20/2017-01/12/2018 Sapona Manufacturing Inc Asheboro, NC
Knitting yarn into a sleeve and dying the material, then inspecting it to check the yarn quality, and then taking the sleeve to make quality checks, such as measuring the strength of the yarn.
Quality Assurance
01/01/2017- 11/17/2017 Delmonte Whitts, NC
Checking the temperature and scale checks on the product that is running on the lines. Taking brix and allergens tests on the products and making sure that the quality of the product is to the customer's satisfaction. Checking the chlorine and PH levels also to make sure their product is being sanitized correctly.
Quality Controller
02/02/2017- 03/31/2017 Nypro Burlington, NC
I was inspecting the diabetic pen that was to be shipped out to customers, taking measurements and making sure that they were safe to use.
Assembly, QA
12/20/2015 -01/01/2017 Honda Powers Equipment Burlington, NC
I was inspecting the motor parts for the lawn mower before/after it was put together. Making sure it was to the standard of quality for the customer.
Inspector and QA and shipping
09/01/2015 - 12/11/2015 Tenn- TeX Colfax NC
I would inspect the plastic and make sure there's no damage, breakage, melted product, or missing pieces. Taking measurements and weights on all the products that are being produced. Make sure that all paperwork is filed correctly in the storage area.
Education History
Completion
Issuing
Institution
ECPI
UNIVERSITY
Location Qualification
GREENSBORO, ASSOCIATES
NC DEGREE
Course of Study
MEDICAL
ASSISTANTS
Date
06/20017
11/2000
Richmond
Community
College
Hamlet, NC High School
Equivalency
Diploma
General High
School
Curriculum
03/2028 Colorado Technical University Online Bachelor’s Degree
Bachelor of Science in Healthcare Management
Skills
Healthcare Insurance, Mail-order Pharmacy, Case Management, Inspect, Accounts, Audits, Knitting, Quality, Quality Checks, Crm, Empathy, Implementing, Customer Interactions, Customer Service, Performance Metrics, Troubleshooting, Cross-functional Teams, Healthcare Management, Community, Written Communication, Customer Retention, Swift, Prioritizing, Written Communication Skills, Attention, Product Development, Overall Customer Experience, Time Management Skills, Payment Processing, Adaptability, Productivity, Order Fulfillment, Data Analysis, Brand Image, Conflict Resolution, Quality Assurance, Written Communications, Management Skills, Feedback, Quality Audit, Cross-functional, Upselling, Guiding, Technical Support
References
USA Staffing/Vericast
Concentrix LLC
Kristina Paz-Roamoss
Adecco Staffing
Premier Staffing
Express Professional Employment
Distinctive Personnel
TRC Employment
www.linkedin.com/in/gwen-samuels-4a5a28111
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