Belisha Henderson
Portsmouth,VA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
IBEX Global
Hampton, VA
06.2023 - Current
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Member Services Team Lead
Sam's Club
McDonough, GA
06.2007 - 01.2023
- Coordinated with other departments to ensure resolution of customer inquiries in a timely manner.
- Provided guidance and support to a team of 10 Member Services Representatives.
- Advised members on products, services, account information and billing inquiries.
- Recruited, interviewed, trained and managed personnel in the Member Services department.
- Ensured compliance with company policies, procedures and standards for customer service delivery.
- Conducted regular one-on-one meetings with representatives to review performance goals, objectives and job expectations.
- Assigned tasks and monitored progress on projects assigned to the Member Services team.
- Participated in team meetings to discuss customer service strategies and goals.
- Tracked customer feedback through surveys or other methods to identify trends or areas of improvement.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Responded promptly to emails from members seeking assistance.
Education
High School Diploma -
Deep Creek High School
Chesapeake, VA06-2003
Skills
- Complaint resolution
- Scheduling
- Inbound and Outbound Calling
- Appointment Scheduling
- Information Security
- Retail sales customer service
- Medical terminology knowledge
- Retail Marketing
- Team Development
- Multi-Task Management
- Escalation management
- Staff Training
- Call Center Operations
References
References available upon request.
Timeline
Customer Service Representative
IBEX Global
06.2023 - Current
Member Services Team Lead
Sam's Club
06.2007 - 01.2023
High School Diploma -
Deep Creek High School
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