Remote Inbound CSR with B.S. in Progress (HR Mgmt)

Angela Hughes

**** *. ****** *****, ********, SC 29505 • 843-***-**** • ************@*****.***

Energetic Customer Service Specialist eager to obtain a position that makes full use of expertise in building customer relations. Self-motivated and resourceful, with proven competency in defining and analyzing customer requests to resolve issues accurately and quickly with high first-contact resolution rates and exceeding customers’ post-sales needs with energetic follow-up. Exceptional communication skills with the ability to remain calm and convincing in challenging situations, along with in-depth computer knowledge and proficiency in a wide range of CRM software.

Experience

SEPTEMBER 2023 – APRIL 2024

Customer Service Representative (Work from Home) QVC, Inc. (Qurate Retail Group) West Chester, PA

Answered phone calls from both active and prospective members needing to place an order, track an existing order, update an existing order, or return an item.

Process and release refunds for returned items, after tracking and locating returned packages.

Process payments for orders and Easy-Pay installments.

Assist members with unlocking their online accounts.

AUGUST 2021 – FEBRUARY 2022

Customer Care Representative (Work from Home) Continuum Global Solutions Lacey, WA

Manage incoming calls from customers needing help troubleshooting issues with device/service; identify outages; answer questions on bill/plan; provide information for current plans, promotions, and products; assist customers in plan/device upgrades for Verizon Wireless.

Actively listen and ask questions to diagnose problems, to identify and position new solutions that align with customers’ needs.

Maintain daily productivity metrics by implementing an upbeat personality with the desire to understand concerns, build trust, and position solutions with every customer, using first-call resolution skills.

Follow Verizon Wireless policy and procedures while navigating through multiple computer applications with speed and accuracy, when researching customers’ accounts before applying credits.

Demonstrated negotiating skills to keep credits minimal in customer accounts.

NOVEMBER 2017 – APRIL 2020

Office Manager M&M Remodeling Builders Florence, SC

Established efficient workflow processes, monitored daily productivity, and implemented modifications to improve the overall effectiveness of personnel and activities.

Managed budgets, appointment scheduling, employee and event itineraries, and accounts to improve productivity initiatives.

Sourced vendors for special project needs and negotiated contracts.

Maintained computer and physical filing systems.

FEBRUARY 2016 – OCTOBER 2017

Server Iron Skillet Restaurant Florence, SC

Arranged and prepared tables to provide guests with excellent experiences and foster repeat business.

Worked with POS system to place orders, manage bills, and handle complimentary items.

Kept register accurate through correct billing, payment processing, and cash management processes.

JANUARY 2014 – NOVEMBER 2015

Cashier KJ’s Market IGA Quinby, SC

Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.

Operated cash register to record all transactions accurately and efficiently.

Reconciled cash drawer at beginning and end of shift, accounting for errors and resolving discrepancies.

FEBRUARY 2011 – FEBRUARY 2014

Produce Clerk/Floral Department Manager BILO Grocery Darlington, SC

Rotated grocery products, ensuring that expired or spoiled items were immediately removed, and adhered to the “first in, first out” rule.

Performed regular segment cycle counts and bi-monthly inventory audits to maintain records.

Monitored special orders to promote timely deliveries of floral displays, bouquets, and decorative items.

NOVEMBER 2007 – JANUARY 2011

HR Clerk/Assistant Purchasing Agent Aluminum Ladder Florence, SC

Delivered consultative services and recruited qualified and diversified candidates for employment.

Performed various administrative functions, including filing paperwork, sorting and delivering mail, answering phones, and bookkeeping.

Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.

Maintained focus and organization to regularly complete tasks with precision, timeliness, and flexibility to accommodate fluctuating assignments and emerging business trends.

Maintained complete documentation and records of all purchasing activities.

Skills

Strong interpersonal & communication skills • Meticulous attention to detail • Dispatching • Calendaring • Conflict management • Integrity • MS Office Suite • Excellent time management skills • Inventory Management • Loyalty • Goal-oriented • File Management • Customer Retention

Education

FEBRUARY 2023 - CURRENT

Bachelor of Science Business Management, Concentration in Human Resource Management GPA 4.0 Southern New Hampshire University Manchester, NH

MAY 1996

High School Diploma West Florence High School Florence, SC

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