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Customer Service Representative

Location:
Covington, GA, 30014
Posted:
July 31, 2025

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Resume:

C H A Q U I T A S M I T H

REMOTE CSR & SALES ASSOCIATE

CONTACT PROFILE

470-***-****

********.*********@*****.***

Dedicated and results-driven Customer Service Representative with over 3 years of experience delivering multi-channel support

(phone, chat, email, SMS) in high-volume remote environments. Proven ability to resolve complex customer issues with empathy, accuracy, and speed, consistently exceeding SLA and satisfaction targets. Skilled in CRM platforms such as Salesforce and Zendesk, with a strong record in first-contact resolution, conflict de- escalation, and collaborative problem-solving. Adaptable, tech- savvy, and committed to providing exceptional customer experiences that drive loyalty and satisfaction across industries. SKILLS EXPERIENCE

Customer Service & Conflict

Resolution

First Contact Resolution (FCR)

CRM Tools

Escalation Handling &Ticketing

System

SLA Compliance & Performance

Metrics

Multi-Channel Communication

(Phone,Chat,Email,SMS)

Troubleshooting & Problem Solving

Remote Collaboration Tools

Data Entry Accuracy &

Documentation

Time Management & Adaptability

Teleperformance Customer Service Representative

2024-2025

• Handled 60-80 daily inbound calls to support customers with billing, debt relief, and account inquiries.

• Maintained a 96%+ CSAT score by delivering empathetic, solutions-focused service.

• Met or exceeded SLA targets, leveraging Salesforce and internal knowledge base for resolution accuracy.

• Took ownership of escalated cases, ensuring thorough follow-up and reducing repeat contact rate.

• Adapted quickly to policy updates and new tools with minimal training

Sagility- Customer Service Representative

2023-2024

• Provided case management and support across chat, phone, and email for financial services clients.

• Maintained SLA and FCR metrics by resolving issues effectively on first contact.

• Logged accurate, audit-ready case notes in Salesforce while handling high call and ticket volumes.

• Contributed to internal knowledge base updates by identifying recurring customer pain points.

• Supported email/chat queues during high-volume surges, reinforcing cross-functional collaboration.

Bath & Body Works – Customer Associate

2019-2021

• Assisted 100+ daily customers with product recommendations and returns in a retail setting.

• Supported point-of-sale (POS) transactions and resolved concerns professionally.

• Upsold seasonal promotions and contributed to 25%+ above- target sales during peak holidays.

EDUCATION

Newton High School

2014-2018



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