Customer Service & Sales Professional

Mariah Gaines

Dallas, TX (Open to Remote) 469-***-**** *************@*****.***

Professional Summary

• Customer-focused professional with 5+ years of experience in high-volume customer service, sales, and financial services environments.

• Proven ability to exceed KPIs, maintain 90%+ CSAT performance, and deliver accurate one-touch resolutions in fast-paced settings.

• Experienced in handling complex customer concerns, explaining products and services, documenting client information, and resolving issues with empathy and urgency.

• Strong foundation for insurance service and sales roles through financial wellness, telecommunications sales, and customer support experience.

• Conflict Resolution, Empathy & Professional Communication

• KPI, CSAT & Service-Level Performance

• Accurate Documentation, CRM & Ticketing Systems

• Account Issue Resolution & Escalation Support

• Needs-Based Sales & Product Education

• Customer Relationship Management & Client Retention

Core Competencies

Key Achievements

• Handled 80–100+ customer interactions daily while maintaining top-tier quality and efficiency

• Consistently exceeded CSAT benchmarks (90%+ estimated performance range)

• Improved first-contact resolution rates, reducing repeat contacts and backlog volume

• Maintained fast response times in high-volume queues, meeting SLA targets

• Recognized for professionalism, tone consistency, and customer retention impact

Professional Experience

Customer Service Representative Princess Polly (Oct 2024 – Present)

• Manage 80–100+ daily inquiries across phone, email, and chat using Gorgias, Shopify, and Salesforce

• Consistently meet or exceed KPIs including CSAT, response time, and resolution rate

• Deliver high-impact one-touch resolutions, minimizing repeat contacts and improving efficiency

• Troubleshoot complex order, shipping, and return issues with accuracy and urgency

• Collaborate cross-functionally with logistics and returns teams to resolve escalations

• Maintain strong brand voice and customer-first approach in all interactions

Financial Wellness Consultant Empower (Jan 2023 – Sep 2024)

• Delivered personalized financial guidance on retirement plans, benefits, and investment options

• Performed detailed calculations and analysis supporting withdrawals and retirement planning

• Collaborated with HR and finance teams to ensure compliance and accurate benefit administration

• Maintained detailed client records and resolved issues efficiently and professionally

Customer Service Representative Chewy (Oct 2021 – Dec 2022)

• Handled high-volume customer interactions across phone, chat, and email channels

• Resolved order issues, product inquiries, and account concerns with empathy and efficiency

• Achieved high satisfaction through proactive follow-ups and full resolution support

• Balanced speed and quality in a fast-paced remote support environment

Sales Representative T-Mobile (Feb 2019 – Sep 2021)

• Exceeded sales targets through personalized recommendations and strong product knowledge

• Built long-term customer relationships, increasing retention and satisfaction

• Educated customers on plans, devices, and promotions to drive revenue growth

Customer Service Representative Metro by T-Mobile (Mar 2018 – Nov 2019)

• Managed 30–60 inbound calls daily addressing billing, account, and device issues

• Resolved concerns efficiently while maintaining professionalism and empathy

• Promoted services and contributed to improved customer experience outcomes

Front End Cashier PetSmart (Feb 2017 – Sep 2018)

• Processed high-volume transactions accurately and efficiently

• Handled returns, exchanges, and customer concerns with professionalism

• Maintained clean, organized checkout environment and positive customer interactions

Caregiver Advance Health Care (Jun 2015 – Feb 2020)

• Provided compassionate care assisting with daily living activities and mobility

• Followed healthcare plans and supported medication routines

• Maintained safe, supportive environments and built strong client relationships

Skills & Tools

• Gorgias, Salesforce, Shopify

• Customer Support (Phone, Email, Chat)

• KPI & CSAT Performance Optimization

• Conflict Resolution & Problem Solving

• CRM & Ticketing Systems

• Time Management & Multitasking

• Remote Work & Cross-Functional Collaboration

Contact this candidate