Customer Service Representative
Resume:
Melva Thompson
***** ******** **, ************, ** 19154
***********@*****.***.
Objective
Self-motivated, detail-oriented, customer-friendly individual who wants to grow with a company.
CUSTOMER SERVICE REP / 10 YEARS' EXPERIENCE IN CALL CENTER SETTINGS
• 10 years of experience providing customer support in busy call center environments for public utility and nature gas industry employers.
• An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
• Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
Verlex Outsourcing ( Georgia Natural Gas) Atlanta GA 2008-2012
Customer Service Representative
• Prepare field orders, including turn-on, turn-offs, transfers, meter sets and removals. Update and maintain customer account information
• Coordinate work requests with appropriate departments and service centers
• Perform accounting functions related to orders, adjustments, and corrections.
• Respond to service policy, rate questions, and billing inquiries.
• Investigate and resolve complex cases, requests, complaints, and billing disputes for improved customer retention through programs and services.
• Up-sell services while handling customer service and general information calls via phone, email or Internet.
Bebe ( Mall Of Georgia) 2007-2008 Buford GA
Sales Associate
• Place orders to restock merchandise and handled receiving of products
• Manage payroll, scheduling, reports, email, inventory, and maintain clientele book and records
• Integrated new register functions
• Extensive work with visual standards and merchandising high-ticket items Merchandised designer women's wear
• Set-up trunk shows and attended clinics for new incoming fashion lines
• Worked with tailors and seamstresses for fittings
• Scheduled private shopping appointments with high-end customers
Chemence Inc., Alpharetta, GA 2007-2009
Processor
• Processing, packing, and receiving orders.
• Shipping and data entry of company related products.
• Machine operator
CarMax Auto Finance, Kennesaw GA 2001-2007
Customer Service Representative
• Assumed responsibility for the entire sales process, including: Getting to know the client via an in-depth interview.
• Accommodated the client's product preference via presentation and demonstration.
• Prepared the client for ownership with a smooth and thorough delivery that accommodated all of the client's expectations.
• Established a sustained consultative relationship with each client.
• Followed up with prospects, utilizing various methods of communication.
• Developed new business and leads and increased client base through focused personal marketing efforts that included, but not limited to, direct mail, networking affiliations and telemarketing.
• Made effective deliveries by following all sale details, inspecting every car sold, introducing clients to the Service Manager, and making a personalized delivery of the car.
• Maintained comprehensive knowledge of pricing and specifications of competitive vehicles to provide clients with informative comparisons.
Technical Skill:
Microsoft Office suite, Windows Vista, Outlook Express• Basic to moderate computer knowledge and understanding of MS Word and Excel.
QUALIFICATIONS:
Chattahoochee Technical Institute
Associate Degree in Business Administration (Aug. 2010)
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