Renata Taylor
Norfolk,VA
Summary
Conscientious CSR with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Support
Agensy Corp
Chesapeake, VA
01.2022 - 03.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Delivery Driver
UPS Customer Center
Virginia Beach, VA
10.2021 - 01.2022
- Completed on-time deliveries by choosing best and most efficient routes.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Delivered packages to customer doorsteps and business offices.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Kept detailed records of completed or in-progress deliveries using hand-held devices and camera images.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Documented mileage, deliveries, pickups, customer issues and damages.
Grocery Delivery Driver
DDI
Chesapeake, VA
06.2020 - 09.2021
- Completed on-time deliveries by choosing best and most efficient routes.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Delivered packages to customer doorsteps and business offices.
- Contacted customers prior to delivery to confirm and coordinate delivery times.
Call Center Representative
Chartway Federal Credit Union
Norfolk, VA
01.2020 - 06.2020
- Assisting Members with there bank accounts
- Transferring funds to and from,paying loans, helping 401k,IRA
- Handled various accounting transactions.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Executed wire transfers, stop payments and account transfers.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
Courier
FedEx
Norfolk, VA
01.2019 - 07.2019
- Greeted recipients, delivered packages and parcels and acquired proper signatures for all deliveries.
- Safely loaded items into delivery vehicle to minimize damage while in transit.
- Performed walk around on delivery vehicle before beginning shift to verify correct and safe operating order.
- Drove safely at all times to avoid accidents and harm.
- Operated vehicle safely in highly congested areas with no traffic violations.
Customer Service Representative
Mini Price Storage
Virginia Beach, VA
03.2018 - 06.2019
- Handling inbound calls following up with online inquires. Making Outbound to customers who are inquiring about storage units.
- Using Excel, Microsoft Word and Outlook on the daily basis.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Courier Driver
Va beach express
Chesapeake, VA
09.2018 - 02.2019
- Deliver items of different kinds and sizes to various addresses taking the best routes
- Load and unload shipments from trucks or trailers into customer's vehicles
- Unload packages from customers' vehicles at destinations
- Collect payments for deliveries
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions.
Customer Service Representative
IBEX Global
Hampton, VA
09.2017 - 03.2018
- Inbound calls from customers for Lyft
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to guest inquiries and service issues.
- Resolved guest issues by identifying source of complaint and formulating corrective action with supervisor.
- Issued tickets to customers and collected payment and fees for desired services.
Banquet Server
Marriott
Chesapeake, VA
06.2015 - 05.2017
- Arranged linens and table settings according to seating plan and event theme.
- Provided friendly, courteous service to create memorable moments for guests.
- Maintained event cleanliness during service by promptly clearing dishes after each course.
- Served appetizers, delivered entrees and refilled beverages for banquet guests.
- Guided arriving guests to tables, took drink orders and relayed information to bartenders.
- Maintained flexible work schedule to meet event needs.
- Prepared serving and appetizer trays and set tables at diverse events.
- Returned reusable goods and serving equipment for inventory and restock.
Customer Service Representative
QVC
Chesapeake, VA
10.2015 - 12.2016
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered product and service questions, suggesting other offerings to attract potential customers
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
Education
No Degree - Transportation Management
ECPI University
Virginia Beach, VA03.2013
GED -
Granby High School
Norfolk, VA09.2010
Skills
- Customer Service Support
- Microsoft Windows and Office
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Computer Proficiency
- De-escalation Techniques
- Efficient and Detail-Oriented
- Data Entry and Maintenance
Accomplishments
- Applying customer service skills in a call center setting
- Interpreting instructions or signs and solving problems
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Additional Information
- Willing to relocate to:, Authorized to work in the US for any employer
Timeline
Customer Support
Agensy Corp
01.2022 - 03.2022
Delivery Driver
UPS Customer Center
10.2021 - 01.2022
Grocery Delivery Driver
DDI
06.2020 - 09.2021
Call Center Representative
Chartway Federal Credit Union
01.2020 - 06.2020
Courier
FedEx
01.2019 - 07.2019
Courier Driver
Va beach express
09.2018 - 02.2019
Customer Service Representative
Mini Price Storage
03.2018 - 06.2019
Customer Service Representative
IBEX Global
09.2017 - 03.2018
Customer Service Representative
QVC
10.2015 - 12.2016
Banquet Server
Marriott
06.2015 - 05.2017
No Degree - Transportation Management
ECPI University
GED -
Granby High School