Areannia Cottonham
Birmingham,AL
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Wells Fargo & Company. Skilled in resolving high-stress situations with empathy and professionalism, leading to repeat business. Expert in sales, with a knack for upselling based on customer needs. Demonstrates strong product knowledge and active listening, significantly improving client retention and satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Wells Fargo & Company
Atlanta, GA
02.2021 - 10.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
Customer Service Representative
Alorica
Birmingham, AL
10.2023 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
ShadesValley High
Irondale Al05.2014
Skills
Sales expertise
Order fulfillment
Stock management
Multi-line phone talent
Service standard compliance
Route dispatch
Professional telephone demeanor
Staff education and training
Receiving support
Shipping procedures understanding
Account management
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Alorica
10.2023 - 05.2024
Customer Service Representative
Wells Fargo & Company
02.2021 - 10.2023
ShadesValley High