April Adams
Macon,GA
Summary
Results-driven Online Chat Specialist promoting ways to improve customer engagement. A relationship-builder and multitasking professional Looking for the next amazing opportunity utilizing great skills in customer service in busy environment. Motivated customer service professional with proven record of building dynamic relationships and retaining clients. Highly effective in coaching peers while demonstrating exemplary communication skills.
Overview
5
5
years of professional experience
Work History
Fraud CHAT Specialist
Macy’s
08.2022 - Current
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Assisted team leader with coaching and mentoring of new employees.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Handled inbound customer chat conversations from various websites.
Customer Service Specialist
Apple
11.2020 - 08.2022
- Resolve customer complaints via phone, email, mail, or social media
- Assist with placement of orders, refunds, or exchanges.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
Customer Relations Specialist
Nationwide Insurance Company
01.2019 - 10.2020
- Manage large amounts of incoming phone calls
- Identify and assess customers’ needs to achieve satisfaction
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Logged call information and solutions provided into internal database.
Education
Bachelor's degree - Psychology
University of Phoenix-Online
High School Diploma - undefined
Southfield Lathrup High School
Southfield, MI2013
Skills
- Team Building
- Documentation and reporting
- Corporate branding initiatives
- Issue escalation
- Customer services
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Fraud CHAT Specialist
Macy’s
08.2022 - Current
Customer Service Specialist
Apple
11.2020 - 08.2022
Customer Relations Specialist
Nationwide Insurance Company
01.2019 - 10.2020
Bachelor's degree - Psychology
University of Phoenix-Online
High School Diploma - undefined
Southfield Lathrup High School