Self improvement
Annette Founds
Mabelvale,AR
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
Customer Experience Agent
Conduent Call Center
01.2023 - Current
- My job duties include assisting members with their HSA, FSA, and RA accounts.
- Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Maintained detailed records of all interactions, ensuring accurate documentation for future reference or escalation purposes.
- Consistently met or exceeded team targets for customer satisfaction ratings and call handling times, contributing to the overall success of the department.
- Managed high-volume calls while maintaining exceptional standards of professionalism and accuracy.
- Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
- Assisted customers in navigating complex processes by breaking down information into simple steps for easy understanding.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
Cashier/Front of House
Chicken Salad Chick
11.2022 - 02.2023
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Enhanced customer loyalty by participating in rewards program enrollment.
Customer Service Representative
Apple
03.2021 - 12.2021
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Cashier
Sams Club
01.2020 - 08.2020
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Processed customer orders and accurately handled payment transactions.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Utilized POS system to handle customer cash and credit card transactions.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
Call Center Customer Service Agent
ATT
01.2018 - 09.2018
- Utilized effective communication skills to clarify customer concerns, resulting in better issue understanding and faster resolution times.
- Increased customer retention by offering personalized solutions based on individual needs and preferences.
- Handled escalated calls efficiently, diffusing tense situations and finding amicable resolutions that satisfied both parties involved.
- Navigated multiple systems simultaneously to access customer information, ensuring timely resolutions for various issues.
- Efficiently managed high call volume, effectively addressing customer inquiries and concerns.
- Provided exceptional service by demonstrating empathy towards customers'' situations, building trust and loyalty.
Education
Associate - Sociology
Ashford University
Clinton, IA07.2013
High school diploma - General Studies
JA fair
Little Rock, AR06.1984
Skills
- Call center experience
- Technical Support
- CRM Software
- Billing Adjustments and Refunds
- Customer Service
- Transaction Processing
- Issue and Complaint Resolution
- Product and service knowledge
- Computer Skills
- Excellent Communication
- Reliability
- Multitasking Abilities
Certification
Typographer
Timeline
Customer Experience Agent
Conduent Call Center
01.2023 - Current
Cashier/Front of House
Chicken Salad Chick
11.2022 - 02.2023
Customer Service Representative
Apple
03.2021 - 12.2021
Customer Service Cashier
Sams Club
01.2020 - 08.2020
Call Center Customer Service Agent
ATT
01.2018 - 09.2018
High school diploma - General Studies
JA fair
Associate - Sociology
Ashford University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Awards
Employee of the Month, 01/01/23
Personal Information
Authorized To Work: US
Interests
Gardening
Nature
Learning
Assessments
- Sales skills, Proficient, 09/01/20
- Influencing and negotiating with customers, Proficient
Awards
Employee of the Month, 01/01/23
Personal Information
Authorized To Work: US