Angela Barrows
Alvin,TX
Summary
Proven track record in enhancing customer loyalty and streamlining processes at R&L Carriers LLC. Showcasing exceptional customer service and critical thinking skills, achieved significant improvements in customer satisfaction and operational efficiency through conflict resolution and data entry expertise. Demonstrated leadership by training staff and optimizing team productivity.
Overview
8
8
years of professional experience
Work History
Regional Customer Service Representative
R&L Carriers LLC
Houston, TX
05.2022 - 12.2024
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and backed up other customer service managers.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Customer Service Representative
R&L Carriers LLC
Houston, TX
04.2021 - 05.2022
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Administrative Assistant
Best Value Products
Stafford, TX
06.2017 - 03.2021
- Managed filing system, entered data and completed other clerical tasks.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Education
High School Diploma -
Stafford High School
Stafford, TX07.2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Professional telephone demeanor
- Microsoft outlook
- Follow-up skills
- Appointment scheduling
- Administrative support
- Prioritization
- Staff training
- Shipping and logistics
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Regional Customer Service Representative
R&L Carriers LLC
05.2022 - 12.2024
Customer Service Representative
R&L Carriers LLC
04.2021 - 05.2022
Administrative Assistant
Best Value Products
06.2017 - 03.2021
High School Diploma -
Stafford High School