ANDRENEA HUGHES
Richburg,SC
Summary
CUSTOMER SERVICE REPRESENTATIVE
Goal–oriented, ambitious, and well-organized customer advocate determined to resolve customer concerns to complete satisfaction. Bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. History of success in enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Committed to creating a culture of excellence, quality, service, and profitability. Passionate about assisting individuals, leaders, and teams to meet and surpass their goals. Exceptional talent in planning, decision-making, problem-solving, and exceeding customer satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Advocate
Verizon
01.2011 - 10.2023
- Provide high-quality customer service by empathizing and acknowledging customer emotions
- Assist customers with customer service transactions, equipment troubleshooting, call handling, billing, service, and equipment inquiries
- Use negotiation and problem-solving skills to resolve customer concerns
- Review and analyze all customer account information while on calls to identify and match customers' needs to products and/or services
- Awarded
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement.
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Cross-trained and backed up other customer service managers.
Chat Representative
Verizon
04.2020 - 10.2023
- Handled a high volume of inbound customer chat conversations to provide solutions to customers during weather-related or technical service interruptions
- Investigated and resolved customer inquiries and complaints quickly
- Provided online demonstrations to educate customers on product features and online help resources
- Documented all customer information accurately in the computer system, providing dated notes for future reference.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Trained new team members on live chat procedures and customer service protocols.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Specialist
Verizon
01.2011 - 08.2012
- Answered a high volume of customer calls, chats, and emails, per day, addressing customer inquiries, solving problems, and providing product information
- Resolved challenging customer issues including device-related troubleshooting, billing, service inquiries, and more
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Recorded actions taken, issues resolved, and customer information to effectively manage customer accounts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Developed customer service improvement initiatives to decrease customer wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Bachelor of Business Administration (BBA) -
Strayer University
Charlotte, NCSkills
- Excellent Customer Service
- Customer Account Management
- Customer Retention Strategies
- Proficient with Attention to Detail
- Microsoft Office Software
- Upselling Products & Services
- Issue and Complaint Resolution
- Data Entry & Maintenance
- Chat Support
- Oral & Written Communication
- Multitasking Management
- Customer Engagement
- Issue Escalation
- Training and Mentoring
- Writing Skills
- Documentation and Reporting
- Support Services
- Relationship Building
- Telephone Etiquette
- Management Interaction
- Team Oversight
- Client Inquiries
- Customer Education
- Research
- Process Management
- Special Projects
Accomplishments
- Consistently ranked in the top 10% of customer service reps for quality and first contact resolutions.
- Attended all customer service workshops and seminars offered by the company, effectively improving conflict resolution, response, time management and writing skills that were used on the job.
- Promoted to Customer Service Advocate for answering phone inquiries with poise and compassion over a 12 month .
Timeline
Chat Representative
Verizon
04.2020 - 10.2023
Customer Advocate
Verizon
01.2011 - 10.2023
Customer Service Specialist
Verizon
01.2011 - 08.2012
Bachelor of Business Administration (BBA) -
Strayer University