Angela Malcom
Decatur,GA
Summary
Dynamic professional with a proven track record at Reflective Apparel, adept in complaint resolution and office equipment proficiency. Excelled in building rapport and delivering exceptional customer service, significantly enhancing client satisfaction. Renowned for a positive and professional demeanor, effectively managing customer inquiries and fostering solid business relationships.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Reflective Apparel
04.2022 - Current
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed timely and effective replacement of damaged or missing products.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- 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.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met KPI standards of 20+ order entry, emails, and incoming calls daily
ETA Agent
Vectour Group
07.2021 - 04.2022
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Worked well in a team setting, providing support and guidance.
- Organized and detail-oriented with a strong work ethic.
- Remained calm and poised in emergent situations.
- Adjust and/or cancel paratransit ride requests
- Provided clients with up-to-date information regarding arrival of paratransit bus
- Exceeded company standards by assisting 50+ customers and answering up to 1,000 calls
Receptionist/Office Assistant
Steel Mart Inc
02.2014 - 10.2020
- Coordinated all administrative and operational procedures related to effective day-to-day management of reception area and foyer
- Maintained healthy supply inventory to support uninterrupted business activity and kept complete inventory records for future reference
- Delivered memorable support as a liaison for the sales team and customers
- Scanned delivery and pick-up tickets daily ensuring accurate documentation of proof of delivery
- Rendered expertise as Accounts Receivable by recording previous day's orders and generating invoices to dispatch to customers.
- Fostered solid business relationships with clients by actively engaging with customers
- Answered 40+ calls assisting customers and the sales team
Education
Associate of Applied Science - Human Resource Management
Georgia Piedmont Technical College
Clarkston, GA12-2020
Skills
- Complaint resolution
- Account updating
- Office equipment proficiency
- Building rapport
- Positive and professional
- Live chat support
- Professional telephone demeanor
- Tactful and diplomatic
- Grammar
Timeline
Customer Service Representative
Reflective Apparel
04.2022 - Current
ETA Agent
Vectour Group
07.2021 - 04.2022
Receptionist/Office Assistant
Steel Mart Inc
02.2014 - 10.2020
Associate of Applied Science - Human Resource Management
Georgia Piedmont Technical College
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