Amy Hopkins
Cartersville,GA
Summary
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.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Cobb EMC
Marietta, GA
07.2003 - 05.2023
- Answered inbound calls to help customer inquiries and provided accurate information regarding their electric bills and provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through our website and assisted customers with requests for meter info, tech support from meter reading, builders orders, billing questions and disputes.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Trained new employees on phone and customer interactions.
- Developed strong relationships with customers by providing personalized assistance and support and help educate them on their bills and electric usage.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service and maintained a 100 percent quality assurance every month.
Sales Associate
Target
Catersville, GA
03.1998 - 04.2003
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Organized stockroom shelves according to size, color or style.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Conducted inventories on a regular basis to track stock levels.
- Demonstrated product features and benefits for customers' needs.
- Handled customer complaints in a professional manner.
- Upsold additional items based on customer interests and needs.
Skills
- Information Security
- Data Collection
- Scheduling
- Report Generation
- Call Management
- Inbound and Outbound Calling
- Data Entry
- Appointment Scheduling
- Product Knowledge
- Complaint Resolution
- Paperwork Processing
- Call Center Operations
- Retail Sales Customer Service
- Problem Resolution
- Grammar
- Product Promotion
- Positive and Professional
- Follow-Up Skills
- Office Equipment Proficiency
- Clerical Support
- Research
- Microsoft Outlook
- Senior Leadership Support
- Conflict Resolution
- Microsoft PowerPoint
- Customer Service
- Professional Telephone Demeanor
- Order Processing
- Prioritization
- High-Energy Attitude
- Courteous Demeanor
- Client Relations
- Account Updating
- Documentation
- Problem-Solving Abilities
- Microsoft Office Suite
- Spreadsheets
- Shipping and Receiving Understanding
- Multi-Task Management
Affiliations
Enjoy reading and catching up on my favorite shows. Also love the outdoors and spending time with my family in the mountains and summer vacations in Saint Simon. In my down time love playing my Xbox.
Accomplishments
- Managed 100 percent QA every month
- Received multiple rewards for my level of customer service
- Had members who had sent in positive reviews of call experience with me
- Won a few times by upselling products like gas service
Timeline
Customer Service Representative
Cobb EMC
07.2003 - 05.2023
Sales Associate
Target
03.1998 - 04.2003