Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

A-Lauanya Covington

Bennettsville,SC

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Metlife
10.2021 - Current
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Responded to customer requests for products, services, and company information.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Responded proactively and positively to rapid change.
  • Managed timely and effective replacement of damaged or missing products.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Customer Service Representative

Bank of America
08.2015 - 09.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collected feedback from customers to help improve service delivery and banking processes.
  • Processed various transactions with accuracy and according to bank standards and legal requirements.
  • Answered bank phone lines and directed customers to appropriate department to address concerns.
  • Monitored transactions for compliance with regulations and identified supervisor of discrepancies.

Cashier

KFC Restaurant
04.2010 - 08.2015
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Built relationships with customers to encourage repeat business.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Assisted customers with returns, refunds and resolving transaction issues.

Education

High School Diploma -

Marlboro County High School
Bennettsville, SC
06-2018

Skills

  • Customer service
  • Problem-solving
  • Active listening
  • Adaptability and flexibility
  • Data entry
  • Team collaboration
  • Customer relations
  • Problem resolution
  • Time management
  • Critical thinking
  • Complaint handling
  • Call center experience
  • Microsoft Excel
  • Customer relationship management (CRM)
  • Documentation
  • Live chat support
  • Call center operations

Accomplishments

  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Certification

  • Sales Essentials Certificate

Timeline

Customer Service Representative

Metlife
10.2021 - Current

Customer Service Representative

Bank of America
08.2015 - 09.2021

Cashier

KFC Restaurant
04.2010 - 08.2015

High School Diploma -

Marlboro County High School

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A-Lauanya Covington