Arlene Freeman
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Remote Customer Service Representative
TSI
09.2023 - 06.2024
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Remote Customer Service Representative
Enablx
11.2022 - 04.2023
- Utilized ticketing systems for tracking and reporting technical issues, streamlining resolution processes.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Used specialized software to track and maintain case incident numbers and logs.
- Provided life-saving instructions to callers with medical emergencies while awaiting paramedic arrival.
Seasonal Retail Associate
Burlington
10.2020 - 11.2022
- Maintained a clean and welcoming store environment to enhance the overall shopping experience for customers.
- Handled cash transactions accurately, maintaining balanced registers and reducing discrepancies during shift changes.
- Collaborated with team members to achieve daily sales goals and exceed performance targets.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted in the training of new associates to ensure they quickly became knowledgeable about products and policies.
Head Waitress
Wheated Brooklyn
10.2014 - 09.2019
- Supervised server staff and simultaneously served personal section of tables.
- Maintained a clean and inviting dining area to enhance overall guest experience at the restaurant.
- Developed strong relationships with regular customers, fostering loyalty to the establishment.
- Greeted new customers, discussed specials, and took drink orders.
- Upheld high standards of professionalism when dealing with customer issues, supporting serving staff, and waiting on tables.
Education
High School Diploma -
Saint Saviour High School
Brooklyn05-2013
Skills
- Call center operations
- Active listening
- Relationship building
- Computer proficiency
- Complaint resolution
- Microsoft outlook
- Team development
- Product sales
- Data entry
- Spreadsheets
- Quality assurance controls
- CRM software proficiency
Timeline
Remote Customer Service Representative
TSI
09.2023 - 06.2024
Remote Customer Service Representative
Enablx
11.2022 - 04.2023
Seasonal Retail Associate
Burlington
10.2020 - 11.2022
Head Waitress
Wheated Brooklyn
10.2014 - 09.2019
High School Diploma -
Saint Saviour High School
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