Customer Service Agent

EVADNEY HOLDEN

SUMMARY

Insightful Mentor known for high productivity and efficient task completion, Specialize in personalized

coaching strategies, conflict resolution, and leadership development. Excel in communication, empathy,

and active listening, ensuring impactful guidance and support to mentees

EXPERIENCE

Retail Mentor

Goodwill West Des Moines, lowa January 2024 - Current

Facilitated group activities for mentors and mentees to build relationships and foster collaboration.

Maintained up-to-date records of mentor and mentee interactions in order to track progress over

time

Monitored and evaluated mentees’ progress, providing feedback and guidance to ensure suc

Engaged in continuous learning to stay updated on mentoring techniques, educational trends, and

industry developments.

Customer Service Agent

Liveops Waukee, IA March 2021 - April 2024

Followed up with customers via phone or email after purchase was made to ensure satisfaction.

Performed administrative duties related to customer service such as filing documents or completing

paperwork

Identified opportunities to improve customer service processes and procedures.

Advised customers on purchasing decisions based on their individual needs.

Assisted customers with inquiries regarding products and services through phone, email, and chat.

Answered incoming calls promptly and professionally within company standards

Maintained a high level of customer satisfaction by providing accurate and helpful responses.

Provided product information to customers in a timely manner.

Developed strategies for handling difficult customers effectively while maintaining professionalism.

Utilized active listening and communication skills to address customer inquiries and escalate issues

to supervisor.

Maintained strong call control and quickly worked through scripts to address problems.

Used approved scripts to de-escalate angry customers during telephone interact

Answered incoming calls and emails, providing frontline customer support or assistance with

product and service transactions,

Engaged in conversation with customers to understand needs, resolve issues and answer product

questions

Collected deposits or payments and arranged for billing.

Strengthened customer retention by offering discount options.

Retail Merchandiser

Crossmark Waukee March 2022 - June 2023

Organized product displays in accordance with corporate guidelines

Inspected stores regularly for proper stocking and display of products.

Performed data entry tasks related to the tracking of inventory levels

Conducted regular audits of store inventories and restocked shelves as needed,

Maintained accurate inventory records of all stock items.

Conducted regular store visits to ensure compliance with merchandising standards.

Collaborated with store management to ensure effective implementation of promotional activities.

CONTACT

oJ 515-***-****

©& *********@*****.***

© Waukee, 1A 50263

SKILLS

Support services

Leadership mentoring

Conflict resolution

‘Teamwork and collaboration

Customer support

Client scheduling

Feedback delivery

Empathetic approach

Self-esteem building

Decision-making support

EDUCATION AND

TRAINING

Customer Service Certificate

Customer Service

Cumberland County College, Vineland, NJ

August 2010

CERTIFICATIONS

Customer service certification

Cumberland county college

Workforce development

2010

Contact this candidate