April Cotton
Customer Service Rep
Birmingham,FL
Summary
Reliable and hardworking logistics and warehouse professional with over 4 years of hands-on experience in material handling, forklift operation, shipping/receiving, and customer service. Proven ability to maintain a safe and organized work environment while meeting tight deadlines in fast-paced settings. Skilled in loading/unloading, inventory support, and team coordination. Committed to delivering high-quality service and supporting operational efficiency.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Shipt HQ
02.2022 - Current
- Resolved customer inquiries via phone, email, and chat to enhance satisfaction and retention.
- Processed orders and managed deliveries using internal logistics software for efficiency.
- Collaborated with team members to streamline communication between departments, improving response times.
- Trained new representatives on systems and procedures to ensure consistent service delivery.
- Addressed escalated issues with empathy, leading to improved customer feedback scores.
- Developed FAQs and self-service resources, reducing inquiry volume by enhancing user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Continuum
10.2021 - 02.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Promptly responded to inquiries and requests from prospective customers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Pinson Valley High
Pinson, AL 08.2005 - 05.2009
Bachelor of Science - Operations Management
Southern New Hampshire University
Hooksett, NH 05.2025 - Current
Skills
Customer service
Active listening
Critical thinking
Data entry
Problem resolution
Call center experience
Complaint handling
Complaint resolution
Payment processing
Call center operations
Order processing
Team development
Timeline
Bachelor of Science - Operations Management
Southern New Hampshire University
05.2025 - Current
Customer Service Representative
Shipt HQ
02.2022 - Current
Customer Service Representative
Continuum
10.2021 - 02.2022
High School Diploma -
Pinson Valley High
08.2005 - 05.2009