Atrevious Mitchell
Shreveport,LA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
12.2021 - Current
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction
- Memorized all company products and services to be able to answer customer questions quickly and efficiently and increase upsells
- Collect source data such as customer names, addresses, phone numbers, credit card information for over 1000 customers and enter data into customer service software
- Trained 4 new employees in customer service script recitation, conflict resolution, and data entry practices
- Proficient in video conferencing platforms such as Zoom, Hangouts, and Slack .Able to communicate with customers across a variety of channels
- Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Check to ensure that appropriate changes were made to resolve customers' problems
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Setting up appointments for transportation, house visits, and doctor appointments
- Booked appointments
- Handled emails, inbound calls, and outbound calls
- Kept records of customer complaints
- Interacted with customers through live chat
- Assisted customers with questions
- Assisted customers with a warm and professional attitude
- Managed customer accounts
- Monitored claims and physician-related services
- Handled billing issues and order inquiries
Customer Service Representative
Aetna, a CVS Health Company
03.2022 - 07.2022
- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services
- Trained two new employees in how to use Kayako, entering customer data and organizing customer interaction logs
- Received an average 85% customer satisfaction rating to date, 15% higher than the company average
- Research complicated cases without prompting to provide more comprehensive service to customers
- Suggested a new tactic to persuade canceling customers to stay with the company, resulting in a 5% decrease in cancellations
Unarmed Security Guard, WISER
09.2021 - 12.2021
- Trained to appropriately prevent and react to theft, vandalism, fire, and illegal activity
- Understanding of local laws and regulations, and using them to facilitate patrols
- Strong observation skill and excellent verbal and written skills for reporting
- Trained to react to specific crisis situations effectively and efficiently when waiting for emergency services is not an option
- Fully licensed unarmed security guard
- Patrol car plant and man post per security management
- Manage and record pedestrian and vehicle traffic at access points
- Make note of risks such as leaking pipes, fire hazards, damaged security doors, etc
- Work with EMS, fire, or police department as required during emergencies
Customer Service Associate
Home Depot
12.2020 - 09.2021
- Manages customer concerns with the objective of maintaining positive customer relationships with an organization
- Interact directly with customers to listen to concerns, resolve problems, and recommend products and services according to the needs of each individual
- Anticipate customer questions and familiarize themselves with products and services to offer the best recommendations.
Stocker
Walmart
11.2017 - 02.2018
- Pack and unpack items to be stocked on shelves in stockrooms, warehouses, or storage yards
- Store items in an orderly and accessible manner in warehouses, tool rooms, supply rooms, or other areas
- Mark stock items using identification tags, stamps, electric marking tools, or other labeling equipment
- Answer customers' questions about merchandise and advise customers on merchandise selection
- Take inventory or examine merchandise to identify items to be reordered or replenished
- Stock shelves, racks, cases, bins, and tables with new or transferred merchandise
- Receive, open, unpack and issue sales floor merchandise.
Cashier
Family Dollar
11.2017 - 01.2018
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts, refunds, credits, or change due to customers
- Greet customers entering establishments
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans
- Stock shelves, and mark prices on shelves and items
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
Education
High School Diploma -
Captain Shreve High School
Shreveport, LA05.2017
Skills
- Call Center
- Customer Service
- Active Listening
- Communication
- Empathy
- Products and services to offer the best recommendations
- STOCKER
- Customer service
- Call center
- Customer support
- Social listening
- Order Entry
- Microsoft Powerpoint
- Negotiation
- Active listening
- Cold Calling
- Merchandising
- Data Entry
- Inside Sales
- Typing
- Appointment handler
- Time Management
- SAP
- Conflict Management
- Pricing
- Sales
- Microsoft Outlook
- Research
- Empathetic
- Stocker
- Document review (1 year)
- Outside Sales
- Analytics
- Salesforce
- English
- Communication skills
- Phone etiquette
- Upselling
- Building Customer Trust and Loyalty
- Data Entry and Maintenance
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Order and Refund Processing
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Telephone Management
- Microsoft Exchange
- Customer Service and Assistance
- Answering Customer Questions
- Inbound and Outbound Calling
- Customer Inquiry Response
- Call Transfers
- Inquiry Requests
- Document and Records Management
- Proficiency in Microsoft Office and G Suite
- Oracle EnterpriseOne
- Answering Emails
- Computer Proficiency
- Online Chat
- Team-Oriented and Cooperative
- Critical Thinking
- Call Volume and Quality Metrics
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Customer Service Representative
Aetna, a CVS Health Company
03.2022 - 07.2022
Customer Service Representative
12.2021 - Current
Unarmed Security Guard, WISER
09.2021 - 12.2021
Customer Service Associate
Home Depot
12.2020 - 09.2021
Stocker
Walmart
11.2017 - 02.2018
Cashier
Family Dollar
11.2017 - 01.2018
High School Diploma -
Captain Shreve High School
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