Caprisha Redus
Athens,AL
Summary
Dedicated to providing excellent customer service, with 10+ years experience. Competent in inbound and outbound call handling, technical support and sales. Fast learner and great at multitasking. High-performing Virtual Representative with solid experience in handling high volume of customer interactions through email, phone and live chat. Demonstrates excellent communication, problem-solving, and multitasking skills in fast-paced environment. Team-oriented and committed to fostering positive customer experiences. Dedicated representative eager to utilize strong problem-solving and communication skills. Computer savvy with substantial understanding of customer service principles and internet platforms. Coachable and determined to effectively communicate products or services to customers.
Overview
14
14
years of professional experience
Work History
Virtual Service Representative
Redstone Federal Credit Union
03.2022 - Current
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests (65+ each shift), offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Member Connect Representative
Redstone Federal Credit Union
08.2021 - 03.2022
- Helped large volume of customers every day (70 calls minimum)with positive attitude and focus on customer satisfaction.
- Verified customer identification and documentation for compliant transactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Handled complaints with prompt, courteous service to uphold professional reputation
- Verified customer identification and documentation for compliant transactions
- Responded to customer calls and emails to answer questions about products and services
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Mobile Expert/Key Holder
T-Mobile USA, Inc
04.2013 - 08.2021
- Analyzes needs and concerns of customers to help build genuine relationship with them and resolve all issues
- Activated 25+ lines per month exceeding goals.
- Build trust with suppliers to ensure inventory balances are adequate at all times for this multi-billion dollar company
- Reviews data from multiple business systems to make sure monthly quotas are obtained
- Implement contracts and service agreements for service and suppliers' merchandise
- Validates labor schedule via Kronos Workforce and inventory balances via SAP (Systems, Applications & Products in Data Processing) software
- Sourcing talent and developing store team through ongoing coaching and recognition
- Count money in cash drawers at beginning of shifts to ensure that amounts were correct and that there was adequate change.
- Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings
- Performed in-store product demonstrations at assigned events
- Maintained sound knowledge of company product suites
- Monitored wireless sales space to establish familiarity with various carriers
- Demonstrated proficient product knowledge to customers and provided detailed product information
Customer Service Representative
West Corporation
01.2011 - 03.2013
- Used negotiation and problem solving skills to resolve customer concerns
- Demonstrated personal commitment to work effectively and become valuable member of AT&T team
- Validated and reviewed about 40 accounts per day to adjusts errors
- Conducted and supported performance reviews of team through customer surveys.
Cashier
Hometown Grocery
09.2009 - 08.2011
- Operated computerized cash registers and credit card machines as well as conveyor belts
- Scanned groceries and ensured proper price scanning
- Balanced daily cash register receipts and provided quality customer service
- Answered customers' questions, and provided information on procedures
- Offered customers carry-out service at for completion of transactions
- Exuded friendly, courteous, and positive attitude and demonstrated professionalism.
- Built relationships with customers to encourage repeat business
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Worked flexible schedule and extra shifts to meet business needs
- Restocked and organized merchandise in front lanes
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy
Education
High School Diploma -
Athens High School
Athens, AL05.2009
Skills
- Kronos
- SAP
- Customer service
- Microsoft Excel
- Technical Support
- Account Updates
- Customer Support
- Product Knowledge
- Appointment Scheduling
Assessments
- Attention to Detail, Proficient, 10/01/20, Identifying differences in materials, following instructions, and detecting details among distracting information
- Customer Service, Proficient, 12/01/20, Identifying and resolving common customer issues
- Call center customer service, Highly Proficient, 12/01/20, Applying customer service skills in a call center setting
- Cashier skills, Highly Proficient, 12/01/20, Counting cash, processing transactions, following written procedures, and attending to details
Timeline
Virtual Service Representative
Redstone Federal Credit Union
03.2022 - Current
Member Connect Representative
Redstone Federal Credit Union
08.2021 - 03.2022
Mobile Expert/Key Holder
T-Mobile USA, Inc
04.2013 - 08.2021
Customer Service Representative
West Corporation
01.2011 - 03.2013
Cashier
Hometown Grocery
09.2009 - 08.2011
High School Diploma -
Athens High School
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