Alshernae Wilson
Sumter,SC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Very excellent in a Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Foundever
Sumter, SC
11.2023 - 04.2025
- Addressed client concerns and account-related queries through inbound call support.
- Leveraged knowledge management systems and customer records to resolve inquiries.
- Evaluated customer demands to ensure complete and correct service.
- Managed challenging situations to ensure customer satisfaction.
- Provide support to other positions/operations in cases during heavy workloads or absences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- 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.
Remote Customer Service Representative
Liveops
Scottsdale, AZ
12.2022 - 05.2023
- Conducting inbound and outbound customer service calls with customers.
- Creatively problem solving.
- Quickly assessing customer needs and providing sound solutions.
- Providing a high-level of customer service.
- Documenting details of all calls and customer interactions.
- Managing through multiple systems, programs, and screens simultaneously.
Remote Customer Care Advisor
Teleperformance
Columbia, SC
01.2017 - 11.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Responded to customer inquiries and provided technical assistance over phone.
- Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Education
High school diploma - undefined
Lexington High School
Skills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Call center operations
- Call management
- Product knowledge
- Documentation
- De-escalation techniques
- Technical support
Timeline
Customer Service Representative
Foundever
11.2023 - 04.2025
Remote Customer Service Representative
Liveops
12.2022 - 05.2023
Remote Customer Care Advisor
Teleperformance
01.2017 - 11.2022
High school diploma - undefined
Lexington High School