Bianca Evans-Morgan
Forsyth,Georgia
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
Work History
ESS2
Department of Human Services
Barnesville, GA
11.2023 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Representative
Walmart
Forsyth, GA
09.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
ESS1
Department Of Human Services
Barnesville, GA
04.2022 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
CSR/QSR Manager
Circle K/SUbway
Monticello, GA
12.2007 - 04.2022
- Provided customer service support to customers over the phone and by email.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Processed orders, forms, applications, and requests.
- Researched required information using available resources.
- Followed up with customers to ensure their satisfaction.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Gathered feedback from customers regarding products and services.
- Analyzed call trends to identify areas of improvement for customer service processes.
- Developed strategies to improve quality of customer service delivery.
- Assisted in the development of customer service procedures and policies.
- Performed account maintenance activities such as updating client information in databases.
- Collaborated with other teams within the organization to resolve complex issues related to customers' accounts.
- Documented all conversations with customers in CRM software according to company standards.
- Provided guidance on product features and benefits as well as troubleshooting techniques.
- Participated in team meetings or training sessions when necessary.
- Adhered to company's established protocols for handling confidential data.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
Tax Preparer
Lillies Tax Service
Columbus, GA
- Prepared and reviewed tax returns for individuals, partnerships, corporations and trusts.
- Compiled data from clients to accurately complete tax forms.
- Identified potential deductions to minimize clients' tax liabilities.
- Researched federal, state, and local laws to ensure compliance with regulations.
- Provided guidance on financial decisions related to taxes.
- Assisted clients in responding to IRS notices of deficiency or audit findings.
- Analyzed financial information such as income statements and balance sheets to calculate tax liability.
Education
Associate of Applied Science - Business Administration And Management
Central Georgia Technical College
Macon, GA06-2003
High School Diploma -
Mary Persons High School
Forsyth, GA06-1993
Skills
- Problem-Solving
- Critical Thinking
- Flexible and Adaptable
- Teamwork and Collaboration
- Problem Resolution
- Team Management
- Time Management
- Microsoft Word
- Data Entry
- Interpersonal Communication
- Public Speaking
- Analytical and Critical Thinking
- First Aid/CPR
- Calm Under Pressure
- servesafe certified
- Networking
Accomplishments
- Passed training to become a ESS2
Timeline
ESS2
Department of Human Services
11.2023 - Current
Customer Service Representative
Walmart
09.2022 - Current
ESS1
Department Of Human Services
04.2022 - Current
CSR/QSR Manager
Circle K/SUbway
12.2007 - 04.2022
Tax Preparer
Lillies Tax Service
Associate of Applied Science - Business Administration And Management
Central Georgia Technical College
High School Diploma -
Mary Persons High School
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