Customer Service Representative
Resume:
Toinita Billups
Raleigh, NC *****
********@***.***
Professional Summary
Experienced in multiple position, manager with excellent client and project management skills. Action- oriented with strong ability to communicate effectively with technology, executive, and business audiences. Creative professional with extensive project experience from concept to development. Experience include: Security Guard, Manager, Customer Service Supervisor, Information Technology, Collections, Mortgage Organizer, Community Rep for Disabled Adults. Restaurant Business Owner from 1995-2000
Authorized to work in the US for any employer
Work Experience
CSR - Customer Service Representative
Wawa-Goldsboro, NC
April 2025 to Present
Greet customers
Take orders to go
Prepare food
Clean stock shelves
Process sales
Delivery Driver
Gopuff-Raleigh, NC
August 2024 to May 2025
Delivery of every day essential
Food and Grocery was delivered
Scan packages and also get signature
Analyze goods that was received for corrections
Customer Service
Sales Associate
7-Eleven-Raleigh, NC
March 2024 to January 2025
• Built and maintained strong relationships with customers, resulting in a high rate of repeat business and referrals
• Contributed to the achievement of store goals by actively upselling products and suggesting complementary items
• Assisted in inventory management by conducting regular stock checks, restocking shelves, and placing orders as needed
• Maintained a clean and organized work environment to enhance the shopping experience for customers
• Demonstrated excellent time management skills by efficiently handling multiple tasks simultaneously during busy periods
• Participated in regular training sessions to stay updated on product features, industry trends, and sales techniques
• Collaborated with team members to create visually appealing merchandise displays that increased foot traffic and sales
Delivery Driver
UberEATS, DoorDash-Columbia-SC
March 2023 to August 2023
• Delivered packages and goods to customers in a timely and efficient manner
• Maintained accurate records of deliveries, including time of delivery, recipient's name, and any special instructions
• Ensured the safe handling and transportation of fragile or perishable items
• Adhered to all traffic laws and regulations while operating company vehicles
• Provided excellent customer service by addressing inquiries and concerns promptly and professionally
• Performed routine vehicle inspections before each shift to ensure proper functioning of brakes, lights, tires, etc
• Utilized GPS navigation systems or maps to determine optimal routes for deliveries
• Followed established safety protocols for loading/unloading packages or goods from the vehicle Customer Service Representative
Everise-Columbia-SC
November 2022 to February 2023
• Achieved XX% increase in customer satisfaction ratings through proactive problem-solving and personalized service delivery
• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
• Collaborated with the product development team to provide valuable customer feedback on product features, usability, and enhancements
• Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
• Built rapport with customers through active listening, empathy, and personalized interactions Tech Support Agent
Concentra-Columbia, SC
August 2022 to December 2022
• Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues
• Demonstrated strong problem-solving skills by analyzing complex technical issues and finding innovative solutions
• Escalated unresolved issues to higher-level support or engineering teams for further investigation
• Assisted customers in setting up new devices and configuring network settings for optimal performance
• Suggested process improvements that resulted in increased efficiency within the tech support department
• Liaised between customers and internal teams to ensure timely resolution of technical issues Mail Carrier
Post Office USPS-Columbia-SC
April 2022 to August 2022
• Sorted and distributed incoming mail to appropriate departments, ensuring timely delivery
• Processed outgoing mail by weighing, stamping, and labeling packages and envelopes
• Maintained accurate records of all incoming and outgoing mail using computerized tracking systems
• Performed routine maintenance on sorting equipment to ensure optimal performance
• Handled confidential or sensitive information with utmost discretion and maintained strict confidentiality protocols
• Resolved customer inquiries regarding lost or misdirected mail in a professional and efficient manner Customer Service Representative
Verizon-Columbia-SC
January 2022 to April 2022
• Built rapport with customers through active listening, empathy, and personalized interactions
• 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
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries
Automotive Service Technician
Urgently-Columbia, SC
January 2022 to March 2022
• Assisted customers with troubleshooting technical issues related to products/services, providing step- by-step instructions or coordinating with technical support teams when necessary
• Conducted follow-up calls/email campaigns after resolving an issue to ensure complete resolution and gather feedback
• Developed rapport with key clients through regular check-ins, ensuring their ongoing satisfaction with our products/services
• Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information
• Provided exceptional customer service and support to ensure customer satisfaction
• Provided product demonstrations or explanations as needed during the sales process Custody Officer
Wellpath Correct Care Solutions-Columbia, SC
August 2021 to December 2021
• Demonstrated proficiency in emergency response procedures, including CPR and first aid techniques
• Participated in disciplinary hearings as a witness or providing testimony based on observations and incident reports
• Provided guidance and support to newly hired officers during their training period
• Performed searches on individuals, cells, vehicles, or other areas as required by standard procedures or suspicion of illegal activity
• Supervised inmate movement during daily routines such as meals, recreation time, and visitation hours
• Maintained security and order within the correctional facility, ensuring the safety of staff and inmates
• Assisted in the transportation of inmates between facilities or court appearances while maintaining strict security protocols
• Maintained accurate records regarding inmate counts at various times throughout each shift CDC Vaccination Hotline Project-CSR3
Maximus-Columbia, SC
March 2021 to July 2021
• Provided exceptional customer service to patients and their families, addressing inquiries, resolving issues, and ensuring a positive experience
• Managed a high volume of incoming calls in a fast-paced environment, consistently meeting or exceeding call handling metrics
• Collaborated with healthcare providers to coordinate appointments, referrals, and authorizations for medical procedures
• Maintained a high level of professionalism during challenging interactions with upset or irate customers, deescalating situations effectively
• Provided guidance to customers on navigating online portals or mobile applications for accessing healthcare services or managing accounts
• Maintained strict confidentiality regarding patient information according to HIPAA regulations
• Participated in ongoing training programs to stay updated on changes in healthcare policies and procedures
• Provided support during open enrollment periods by guiding customers through the process of selecting appropriate healthcare plans
School Bus Driver
D&D Transport Inc-Raleigh, NC
November 2019 to March 2020
• Safely transported students to and from school, adhering to all traffic laws and safety regulations
• Maintained a clean and orderly bus interior, ensuring a safe and comfortable environment for students
• Conducted pre-trip inspections of the bus to ensure it was in proper working condition before each route
• Communicated effectively with parents/guardians regarding pick-up/drop-off times and any changes in schedule
• Implemented discipline procedures when necessary to maintain a safe and respectful atmosphere on the bus
• Assisted students with boarding and exiting the bus, ensuring their safety at all times
• Followed designated routes according to established schedules, minimizing delays for students
• Responded promptly to emergencies or incidents during transportation, following appropriate protocols Delivery Driver
Uber-Raleigh-NC
January 2019 to October 2019
• Followed established safety protocols for loading/unloading packages or goods from the vehicle
• Managed delivery routes effectively to optimize efficiency and minimize fuel consumption
• Delivered packages and goods to customers in a timely and efficient manner
• Maintained accurate records of deliveries, including time of delivery, recipient's name, and any special instructions
• Resolved delivery issues or discrepancies in a timely manner to ensure customer satisfaction Delivery Driver
UPS-Raleigh-NC
November 2018 to January 2019
• Cultivated positive relationships with regular customers through friendly interactions
• Demonstrated strong problem-solving skills when faced with unexpected road closures or traffic delays
• Maintained a clean driving record throughout employment tenure
• Performed routine vehicle inspections before each shift to ensure proper functioning of brakes, lights, tires, etc
• Delivered packages and goods to customers in a timely and efficient manner Customer Service Specialist
Williams Sonoma Inc-Raleigh, NC
August 2018 to December 2018
• Maintained detailed records of all customer interactions using CRM software, ensuring accurate documentation for future reference
• Effectively handled irate or upset customers by remaining calm under pressure and actively listening to their concerns before offering appropriate solutions
• Developed strong product knowledge to effectively assist customers with their inquiries and provide accurate information on features, pricing, and availability
• Collaborated with cross-functional teams including sales, technical support, and shipping to ensure seamless order processing and delivery for customers
• Assisted customers with product returns or exchanges according to company policies while maintaining a positive attitude and preserving brand loyalty
Security Officer
Allied Universal Security Services-Raleigh, NC
January 2018 to August 2018
• Patrolled assigned areas to ensure the safety and security of premises, personnel, and visitors
• Monitored surveillance cameras and alarm systems to detect any suspicious activity or potential threats
• Responded promptly to incidents, emergencies, and alarms, taking appropriate action as necessary
• Conducted thorough inspections of vehicles, bags, and personal belongings to prevent unauthorized items from entering the premises
• Maintained accurate records of daily activities including incident reports, shift logs, and visitor logs Manager
Taco Bell-Raleigh, NC
March 2017 to August 2017
• Led a team of XX employees, providing guidance and support to ensure efficient operations
• Developed and implemented strategies to improve productivity and streamline processes
• Managed multiple projects simultaneously within established timelines
• Identified areas for process improvement through data analysis
• Resolved customer complaints or issues promptly while maintaining a positive brand image
• Oversaw the hiring process, conducting interviews and making hiring decisions based on qualifications and fit with company culture
• Conducted performance evaluations for team members, identifying areas for improvement and implementing training programs
Education
Associate in Criminal Justice
Everest University
September 2018 to January 2020
High school diploma or GED
Skills
• Operating systems
• Computer literacy
• Medication administration
• Care plans
• Conflict management
• First aid
• Ethernet
• Phone etiquette
• Typing
• Menu planning
• Marketing
• Grammar Experience
• Mortgage servicing (8 years)
• Basic math
• Infant care
• Customer relationship management
• Product management
• Van driver
• Restaurant experience
• Mobility assistance
• Customer service
• Senior care
• Appointment scheduling
• Technical support
• Cash register
• Crisis Management
• Microsoft Word
• Classroom experience
• Writing skills
• Business Requirements
• Relationship management
• Telemarketing
• Cash handling
• School Bus Driving
• Security
• Customer support
• Account updates
• Communication skills
• Analysis skills
• Inbound call management
• Pizza experience
• Data entry
• Operating Systems
• Working with people with developmental disabilities (5 years)
• Help desk
• Microsoft Office
• Upselling
• Home health
• Childcare
• Windows
• LAN
• Training & development
• Team leadership
• Leadership
• Workday
• Guest services
• Nannying
• Behavioral health
• Meal preparation
• Preschool experience
• Staff training
• Early childhood education
• Working with people with disabilities
• Sales
• Mortgage servicing
• Sanitation
• Social media management
• Microsoft Outlook
• Data collection
• POS
• Restaurant management (5 years)
• Phone triage
• Project management
• Driving
• Administrative experience
• Direct support (5 years)
• Teaching
• AI
• Clerical experience
• Conflict de-escalation
• Software troubleshooting
• Stocking
• English
• Attention to detail
• Patient care
• Quick service & fast food restaurant
• Decision making
• Mentoring
• Financial acumen
• Product sales
• Assisted living
• Cleaning
• Experience with children (10+ years)
• Caregiving
• Bamboo
• Working with people with autism
• Route planning
• Home care
• AWS
• Research
• Software Troubleshooting
• CRM software
• CCTV monitoring
• Negotiation
• Problem-solving
Certifications and Licenses
CPR Certification
Food Handler Certification
First Aid Certification
ServSafe Food Manager Certification
Non-CDL Class C
Driver's License
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