Anita Griffin
Hiram,Ga
Summary
To acquire a challenging position with the potential for growth and advancement.
6 years of on-the-job experience as a customer service representative. 4 years of work from home experience. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Xfinity Store by Comcast
Hiram
05.2024 - Current
- Implemented innovative methods for streamlining the customer service process.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided accurate information about products and services to customers.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Provided exceptional customer service to ensure customer satisfaction.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Developed positive relationships with customers through friendly interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Representative
CONCENTRIX SERVICES US INC
01.2024 - 04.2024
- Excellent accounting and auditing skills
- Good understanding of pension and retirement account withdrawals and taxation
- Strong knowledge of deductions and penalties
- Excellent analytical and problem-solving skills
- Tax research, identification of potential tax risks or tax planning opportunities
- Strong understanding of current tax regulations
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided accurate information about products and services to customers.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Provided top quality control and eliminated downtime to maximize revenue.
Team Lead
GUTTER GARD SOUTH
Smyrna, Georgia
02.2023 - 09.2023
- Successful telemarketer skilled communication who build relationships with customers over the phone
- Persuasive and able to pitch products and services
- Managed Outbound and Inbound calls, utilized active listening, adhered to communication scrips, and promoted additional products
- Responded to emails and maintained customer database
- Supervised telemarketer teams, analyzed marketing strategies, trained new employees, and optimized ad campaigns.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Trained new staff in relevant processes and procedures.
- Maintained accurate records of employee attendance and task completion times.
- Coordinated team resources to achieve project goals.
- Delegated daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Senior Representative
CONTINUUM-MINUTE CLINIC
06.2019 - 01.2023
- Complete live transaction reviews with a detail-oriented approach
- Evaluate and resolve reports of system abuse
- Categorize user data based on preset qualitative criteria
- Database entry and maintenance
- Execute on repetitive operational tasks while maintaining high attention to detail and having an eye for process improvements
- Assist in the formulation of targets for individuals and teams
- Provided guidance and feedback to staff; ability to work under pressure
- Anticipate escalation and takeover calls as needed.
- Liaised between customers and internal departments as needed.
- Mentored junior staff members in providing excellent customer service.
- Collaborated with cross-functional teams to develop innovative solutions to common problems.
- Resolved escalated customer complaints in a timely manner.
- Assisted customers with product selection, order placement, and billing inquiries.
Customer Service Representative
CONDUENT
Madison, Mississippi
06.2017 - 06.2019
- Manage inbound and outbound calls in a timely manner
- Identify customer’s needs, clarify information, research issues/provide solutions
- Keep records of conversations in call center database.
- Answered customer inquiries via phone, email, and chat.
- Implemented innovative methods for streamlining the customer service process.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Office Assistant
MULTI-CON, INC.
Jackson , MS
03.2015 - 01.2017
- Assist in identifying customer’s financial needs and providing appropriate products & services to meet their needs
- Assist in daily operation to include: Demonstrated ambitious, creative, resourceful, hardworking and strong leadership skills while performing multi-tasks daily.
- Managed inventory of office supplies and placed orders when needed.
- Maintained an organized filing system of paper documents and electronic files.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Answered phone calls and directed them to appropriate personnel.
- Utilized office equipment such as printers, copiers, and fax machines efficiently.
- Ordered office supplies and managed inventory to ensure a well-stocked office.
- Supported bookkeeping tasks such as invoicing and expense tracking.
- Facilitated communication within the office and with external partners.
- Delivered messages and ran errands.
Education
Skills
- Window XP
- Microsoft Word
- Type 50-60 WPM
- Copier
- Fax
- File maintenance
- 10 key
- Internet Navigation
- AS400
- EPIC database
- Marketsharp
- Chasedata
- Quick book
- CCP
- IEP
- Telephony
- Phone system
- Account updating
- Inbound and Outbound Calling
- Data Entry
- Medical terminology knowledge
- Follow-up skills
- Quality Assurance Controls
- Proofreading
- Customer Service
- Microsoft Office expertise
- Reading Comprehension
- Microsoft Outlook
- Lead Generation
- Senior leadership support
- Adaptive team player
- Multi-Task Management
- Credit card payment processing
- Filing
- Payment Processing
- Microsoft PowerPoint
- De-Escalation Techniques
- Problem-solving abilities
- Call Center Operations
- Customer Relations
- Documentation
- Sales closing
- CRM Software
Summaryofachievements
5 years of on-the-job experience as a customer service representative.
3 years of work from home experience. Proficient in operation of Windows, Excel, Outlook, QuickBooks, CCP, Telephony, Marketsharp and Chasedata. Applied computer knowledge while employed. Detail oriented multitask individual with exemplary organizational skills.
References
Available on request
Timeline
Customer Service Representative
Xfinity Store by Comcast
05.2024 - Current
Customer Service Representative
CONCENTRIX SERVICES US INC
01.2024 - 04.2024
Team Lead
GUTTER GARD SOUTH
02.2023 - 09.2023
Senior Representative
CONTINUUM-MINUTE CLINIC
06.2019 - 01.2023
Customer Service Representative
CONDUENT
06.2017 - 06.2019
Office Assistant
MULTI-CON, INC.
03.2015 - 01.2017