Alexandria Disney
Decatur,GA
Summary
Dynamic Customer Service Representative with proven expertise at ContinuumGlobal, adept at resolving conflicts and enhancing customer loyalty through active listening and critical thinking. Skilled in CRM software and de-escalation techniques, I consistently turned challenges into opportunities, driving positive customer experiences and fostering lasting relationships.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
ContinuumGlobal
11.2023 - Current
- 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.
- Responded to customer requests for products, services, and company 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Team Lead Merchandiser
Way To Go Merchandising
09.2022 - 10.2023
- Implemented loss prevention measures to minimize shrinkage and protect store assets.
- Monitored competitor strategies to stay ahead in market trends, adjusting merchandising plans accordingly.
- Enhanced team productivity by implementing efficient merchandising strategies and processes.
- Maintained open communication channels within the team, fostering a positive work culture that encouraged innovation and collaboration.
- Improved in-store visibility of products by designing attractive promotional materials and signage.
- Negotiated favorable terms with suppliers, reducing costs without compromising quality or service levels.
Customer Service Representative
Maximus
05.2016 - 07.2018
- 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.
- Responded to customer requests for products, services, and company information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Assistant Manager
Sonic
04.2014 - 12.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Increased sales through effective merchandising strategies and targeted promotions.
- Negotiated with suppliers to secure better pricing, reducing operational costs.
Customer Service Representative
General Dynamics
05.2016 - 02.2017
- 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.
- Responded to customer requests for products, services, and company information.
- Collections
Education
GED -
Let’s Help
06.2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Relationship building
- Microsoft Excel
- Payment processing
- Scheduling
- Microsoft outlook
- Call management
- Appointment scheduling
- Order processing
- Documentation
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- De-escalation techniques
- Technical support
- Quality control
- Live chat support
- Product sales
- Sales expertise
- Account management
- Spreadsheets
- Service upselling
- CRM software
- POS systems expert
- Credit adjustments
Timeline
Customer Service Representative
ContinuumGlobal
11.2023 - Current
Team Lead Merchandiser
Way To Go Merchandising
09.2022 - 10.2023
Customer Service Representative
Maximus
05.2016 - 07.2018
Customer Service Representative
General Dynamics
05.2016 - 02.2017
Assistant Manager
Sonic
04.2014 - 12.2017
GED -
Let’s Help
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