Brenda Jones
Red Bay,AL
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Personable Customer Service Agent offering 20 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
20
20
years of professional experience
Work History
Customer Service Representative Agent WFH
Sitel
Knoxville, TN
06.2019 - Current
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Promoted available products and services to customers during service, account management and order calls.
- Delivered excellent customer service, resulting in consistent [Number]% customer satisfaction rating.
- Investigated and resolved accounting, service and delivery concerns.
- Facilitated inter-departmental communication to effectively provide customer support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Resolved [Type] issues over phone with [Number] customers daily.
- Entered orders into [Type] computer database system.
- Handled [Type] customers in fast-paced [Type] setting in coordination with solid team of [Number] customer service associates.
- Effectively communicated with customers about account changes, new [Type] products or services and potential [Type] upgrades.
- Welcomed, greeted and assisted guests in high-traffic store, generating $[Amount] of dollars in [Timeframe] business.
- Recorded actions taken, issues resolved and [Type] information to effectively manage customer accounts.
- Assessed caller accounts to determine [Type] benefits, identify service needs and resolve issues.
- Improved overall efficiency [Number]% by anticipating needs and providing outstanding support.
- Scored in top [Number]% of employees for successful [Action].
- Promised best prices for [Type] customer services and maintained accuracy when determining quotes.
Customer Service Representative
Walgreens
Muscle Shoals, AL
10.2017 - 03.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Delivered excellent customer service, resulting in consistent [Number]% customer satisfaction rating.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Resolved [Type] issues over phone with [Number] customers daily.
- Optimized customer support by establishing collaborative service environment.
- Entered orders into [Type] computer database system.
- Followed up with customers about resolved issues and completed [Action] and [Action] to maintain high standards of customer service.
- Handled [Type] customers in fast-paced [Type] setting in coordination with solid team of [Number] customer service associates.
- Effectively communicated with customers about account changes, new [Type] products or services and potential [Type] upgrades.
- Recorded actions taken, issues resolved and [Type] information to effectively manage customer accounts.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Contacted clients to verify account information and maintain accuracy, resulting in [Number]% increase in client satisfaction.
- Improved overall efficiency [Number]% by anticipating needs and providing outstanding support.
Customer Service Manager
Foodland Grocery Store
Muscle Shoals, AL
08.2002 - 07.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Monitored customer service operations to assess agent performance and provide feedback.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Managed department call volume of [Number] calls per day and coordinated department schedules to maximize coverage during peak hours.
- Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
Education
High School Diploma -
Colbert Heights High School
Tuscumbia, AL06.1983
Skills
- Customer Data Confidentiality
- Customer Retention Strategies
- Field Auditing
- Comparing Products
- Customer Service and Assistance
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Document Uploading
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Electronic Information Systems
- Responding to Difficult Customers
- Order and Refund Processing
- Calm and Professional Under Pressure
- Creating Accounts
- Call Documentation
- POS Systems and Ordering Platforms
- Production Quotas
- Data Entry and Maintenance
- Customer Account Management
- Documenting Problems
- Information Updates
- Strong Telephone Etiquette
- Special Requests
- Financial Transactions
- Product Selection
- Client Relationships
- Team Goals
- Call Control
- Cancellation Policies
- Corrective Action Plans
- Operational Efficiency
- Corporate Standards
- Sales and Upselling
- Excellent Attention to Detail
- Pricing Research
- Navigational Skills
- Providing Feedback
- First-Tier Technical Support
- Product Line Knowledge
- Performance Goals
- Client Rapport-Building
- Team-Oriented and Cooperative
- Inbound and Outbound Calling
- Billing Adjustments and Refunds
- Continuous Improvement
- Stress Management
- Computer Proficiency
- Call Volume and Quality Metrics
- Policy and Procedure Adherence
- Explaining Policies
- Patient and Empathetic
Timeline
Customer Service Representative Agent WFH
Sitel
06.2019 - Current
Customer Service Representative
Walgreens
10.2017 - 03.2019
Customer Service Manager
Foodland Grocery Store
08.2002 - 07.2017
High School Diploma -
Colbert Heights High School