Customer Service Representative

AG ASHLEY GOODE

***********@*****.*** 704-***-**** Bessemer City, NC 28016

PROFESSIONAL

SUMMARY

Customer Service Representative with over 18 years experience, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty and trust. SKILLS Customer Service and

Assistance

Data Evaluation

Call Volume and Quality

Metrics

Senior Leadership Support

Good Communication Skills

High-Volume Call Environments

Creative Solutions

Microsoft Office

Problem Resolution

Team-Building Exercises

Issue and Complaint Resolution

Cash Counting

WORK HISTORY Customer Service Specialist Sitel - Home 07/2021 - CURRENT Crossed trained in 5 departments; service, early lifetime service, applications, dispatch and authorizations.

Answered constant flow of customer calls from homeowners, service providers, realtors, with minimal wait times.

Developed customer service improvement initiatives to decrease customer wait times, this was something my supervisor asked me to do to help other agents lower call times and also improve quality. Assisted my direct supervisor in training two service classes, one early lifetime service class and two application classes. Responded to customer requests for products, services, and company information.

Handled customer inquiries and suggestions courteously and professionally.

Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Provided primary customer support to internal and external customers. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Updated account information to maintain customer records. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Took payment information and other pertinent information such as addresses and phone numbers to place orders.

Unemployed Due To Covid 03/2020 - 07/2021

I actively looked for work during this time

Assistant Manager Sally's Beauty Supply - Gastonia, 02/2019 - 03/2021 NC

Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Mentored team members to enhance professional development and accountability in workplace.

Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success. Supervised day-to-day operations to meet performance, quality and service expectations.

Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions. Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Monitored security to protect employees, customers and property. Identified and communicated customer needs to supply chain capacity and quality teams.

Assisted in organizing and overseeing assignments to drive operational excellence.

Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences. Master Stylist Broad St Barbershop - Charleston, SC 08/2013 - 02/2019 Styled hair according to customer preferences.

Educated clients about products and self-maintenance for healthy hair based on needs and preferences.

Devised marketing and sales strategies to maximize business success. Grew profits by $[Amount] in [Year] through effective management of operations, team performance and customer relations strategies. Resolved guest complaints about service or style.

Demonstrated knowledge of latest industry trends, tools and techniques to meet diverse customer preferences.

Counted and documented opening and closing cash amounts daily. Completed safety training and certifications to minimize risk of infection or injury to customers.

Consistently received positive performance reviews from guests. Consulted with clients to assess personal style preferences and unique needs.

EDUCATION Lacy Cosmetology School, Goose Creek, SC 04/2012 Cosmetology Art And Science: Cosmetology

95% GPA

Rockhurst University Continuing Education Center, Gastonia, NC 04/2007 Certificate of Continuing Education : The Essentials of Managing The Front Desk

Isothermal Community College, Spindale, NC 07/2005 Paralegal Certificate Course: Paralegal

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