Customer Service & Retention Specialist

Courtnie Bynum

CUSTOMER SERVICE PROFESSIONAL

*************@*****.*** 757-***-**** Virginia Beach, VA Courtnie Bynum LinkedIn

EXPERIENCE

January 2025-March 2026

Customer Service Representative/Retention Life Protect 24/7 - Norfolk, Va

• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction

• Managed a high volume of incoming calls, consistently meeting or exceeding performance metrics for response time and resolution

• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information

• Built rapport with customers through active listening, empathy, and personalized interactions

• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions

• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers

• Maintained detailed records of all customer interactions in Teleforce CRM system for future reference and analysis

• Identified opportunities for process improvement based on common customer inquiries or pain points

• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends

• 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

• Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary

• Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure

• Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely

October 2023-July 2024

Caregiver/ Home Care Aide Family Member- Virginia Beach, Va Provided personalized in-home care to a family member.

• Prepared nutritious meals and enforced dietary restrictions to maintain patient health.

• Provided personal care assistance, including toileting, bathing, dressing, and hair care.

• Followed a structured daily schedule to ensure consistent patient support.

• Facilitated transportation for patient appointments and other needs.

• Accompanied patient to medical visits and assisted with physical therapy exercises.

• Coordinated with emergency personnel during critical situations to ensure patient safety.

• Delivered specialized care for dementia, focusing on patient comfort and well-being.

• Administered medications daily in accordance with healthcare provider instructions.

• Employed de-escalation techniques to soothe patient during high intensity situations.

• Promoted patient independence through encouragement and support in daily activities. October 2021-September 2023

Sales Associate Life Protect 24/7- Norfolk, Va

• Responded to inbound calls, providing detailed product information and addressing customer inquiries using a computer with a focus on clarity and service excellence.

• Utilized a scripted pitch and rebuttals effectively to explain benefits and features of medical alert units, leading to successful customer engagements and sales.

• Accurately recorded customer interactions and sales information into a Customer Relationship Management system, ensuring data integrity and support for future customer service efforts.

• Exercised de-escalation techniques and compassion to sway uninterested and irate customers into seeing a need for the service.

February 2021-September 2021

Customer Service Advisor National Tire & Battery (NTB)- Virginia Beach, Va

• Provided customer assistance, addressing inquiries about vehicle services and booking appointments using CARS point-of-sale CRM system, using CARS point-of-sale CRM system ensuring a hospitable and professional interaction.

• Maintained customer accounts

• Conducted weekly inventory checks to uphold company standards and inventory accuracy

• Managed orders for vehicle parts

• Effectively delegated tasks to colleagues to optimize workflow and service delivery using CARS point-of-sales CRM system

November 2020-February 2021

General Service Technician National Tire & Battery (NTB)- Virginia Beach, Va

• Conduct thorough inspections to identify potential problems and recommend necessary repairs or replacements

• Collaborated with team members to ensure efficient workflow and timely completion of service tasks

• Maintained accurate records of services performed, parts used, and customer interactions for documentation purposes

• Implemented quality control measures to ensure high standards of workmanship were consistently met

• Followed all safety procedures to maintain a safe working environment for both staff members and customers

• Stayed up to date with industry advancements through continuous learning opportunities and professional development courses

• Completed 6 or more oil changes per 8 hour day while maintaining an elevated level of accuracy

• Collaborated with the sales team to identify tire, battery, fluids, brake, windshield wiper, tpms

(tire pressure monitoring system), and light change sale/upsell opportunities, leading to an increase in revenue

• Maintained a clean and organized work area, ensuring tools were safely stored and readily accessible

August 2020-October 2020

Assembly-Factory Worker STIHL- Virginia Beach, Va

• Applied wiring to engine housing for chainsaw motor house

• Inspected each wire, motor house, and combined units for imperfections

• Consistently exceeded line quotas daily

• Maintained a clean workstation

• Followed all safety precautions and guidelines

June 2019- August 2020

Lead Sales Associate 7-Eleven-Chesapeake, Va

• Provided comprehensive customer service

• Resolved issues and managed daily inventory and restocks using handheld devices.

• Handled cash and performed lottery, and food service operations while ensuring upkeep of store cleanliness.

• Conducted inventory audits, processed new deliveries and corresponding invoices using handheld device/tablet

• Trained and supervised new employees, maintaining the sales floor’s appearance and executing shelf tag updates as necessary.

May 2018- June 2019

Sales Associate Rainbow, USA-Virginia Beach, Va

• Assisted customers with product selection

• Processed shipments, enhancing the shopping experience and maintaining store efficiency

• Applied merchandising techniques and arranged floor plans to align with seasonal fashion trends and store requirements

• Trained new employees in processing and floor maintenance procedures EDUCATION

April 2017

Vocational Desktop Publishing/ Print Production, Department of Education Troy, VA

June 2008

High School Diploma, Tallwood High School

Virginia Beach, VA

CERTIFICATIONS

September 2012- September 2036

Driver’s License Commonwealth of Virginia DMV

Issued April 2017, Does not expire

Desktop Publishing/Print Production

o Desktop Publishing Operator 2801 979.382-026

o Bindery Worker 2805 653.686-010

o Assistant Offset-Press Operator 2807 651.685-026 o Offset-Press Operator 2804 651.382-042

OTHER

October 2022- Present

Fiber Artist/ Crochetier, Virginia Beach, Va

• Proficient in various crochet techniques, including thread selection, yarn tensioning, pattern reading, hook handling, tension regulation, and color theory. Proven ability to work independently, meet deadlines, and collaborate effectively as part of a team. Passionate about crafting beautiful and functional pieces that bring joy to customers. o Interpreting patterns and diagrams to create crocheted items o Selecting appropriate yarn and thread materials based on project requirements o Maintaining consistent yarn tension for even and professional-looking results o Using various crochet hooks to achieve different stitch effects and textures o Following color theory principles to create visually appealing and harmonious designs o Inspecting finished products for quality and accuracy SKILLS

Customer Service & Communication

• Customer Service (In-Person, Phone, Call Center)

• Client Inquiry & Complaint Resolution

• Active Listening & Empathy

• Cross-Functional Communication

• Telecommunication & Phone Etiquette

• Face-to-Face Customer Interaction

• Customer Satisfaction Tracking

• Customer Relationship Building

Sales, Retail & Automotive

• Retail Sales & Merchandising

• Needs-Based, Consultative & Inbound Selling

• Upselling, Objection Handling & Closing Sales

• Sales Negotiation & Client Retention

• Managing 100–200 Sales Clients

• Automotive Parts & Accessories Knowledge

• Automotive Fluid Replacement & Component Lubrication

• Parts Administration (Automotive)

• Sales Experience in Tech, Healthcare & Automotive Administrative & Office Support

• Microsoft Office & Google Docs

• Data Entry, Typing & 10-Key

• Record Keeping & Filing

• Appointment, Schedule & Service Scheduling

• Accurate Transaction Record Management

• Confidential Information Handling

• Clerical & Front Desk Operations

• CRM System Proficiency (Salesforce)

Operations & Workplace Management

• Inventory Management & Stocking

• Warehouse Operations

• Operations Management

• Clean & Organized Workspace Maintenance

• Schedule Creation & Task Prioritization

• Problem Solving, Analytical Thinking & Critical Thinking

• Coachability, Leadership & Teamwork

Technical & Mechanical

• Computer Literacy & Desktop Applications

• Power Tools & Hand Tools

• Manual Handling & PPE Adherence

• Manufacturing, Assembly & Mechanical Knowledge

• Stitching & Sewing

• Food Handling

• Adhering to Traffic Regulations

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