Altavia Patterson
Charlotte,NC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
9
9
years of professional experience
Work History
Warehouse Associate
Amazon
07.2020 - 05.2022
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
- Examined packages and goods for damage and notified vendors of replacement needs.
- Compiled, sorted and filed records of product orders, business transactions and other activities.
- Received deliveries, scanned packages and updated orders in internal database.
- Processed requests and supply orders and pulled materials to successfully prepare orders.
- Read computer-generated move tickets, put-away labels and delivery labels to properly move merchandise.
- Packed materials and items in designated crates and boxes and properly sealed and labeled crates.
Customer Service Representative
Conduent Call Center
08.2019 - 03.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Shift Manager
McDonald's
02.2017 - 09.2019
- Upheld company standards and compliance requirements for operations.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Helped employees accomplish tasks during peak periods.
- Directed and led employees and team members on effective operations, methods and procedures.
- Reinforced rules to promote superior employee performance.
- Managed daily cash intake by counting out registers and tabulating profits.
- Assessed reports and adjusted workflows to realign with targets.
- Directed employees through daily routines.
- Handled customer complaints, questions and inquiries.
- Managed cash positions and made bank deposits.
Customer Service Representative
Iqor
05.2015 - 12.2017
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Customer Service Representative
Bank Of America
06.2022 - 11.2023
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Customer Service Representative
Spectrum
12.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Olympic High School
Charlotte, NC06.2002
Skills
- Shipping and Receiving
- Material Handling
- Wrapping and Boxing
- Quality Control
- Customer Service
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Problem-Solving Abilities
- Cash Handling
- Handling Complaints
- Food and Beverage Service
- Account Updating
Timeline
Customer Service Representative
Spectrum
12.2022 - Current
Customer Service Representative
Bank Of America
06.2022 - 11.2023
Warehouse Associate
Amazon
07.2020 - 05.2022
Customer Service Representative
Conduent Call Center
08.2019 - 03.2020
Shift Manager
McDonald's
02.2017 - 09.2019
Customer Service Representative
Iqor
05.2015 - 12.2017
High School Diploma -
Olympic High School