Carmen Pendergrass
Simpsonville,SC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Efficient in independent decision-making through problem-solving and listening to understand.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
Auditor
IHG Holiday Inn Express
2019.02 - 2019.12
- Cooperated with senior leaders in order to regulate system procedures. Insured checks and balances were completed accurately nightly.
- Handled welcoming of guests by following proper safety habits to ensure comfortable stays amongst guests. Acceptance of proper identification and payment methods were strictly enforced to avoid fraudulent activity.
- Integrated strategies that assisted in correcting complex mistakes that would inconvenience customers and IHG. Swift thinking and assuming of responsibility was incorporated in daily routines.
- Collected and reported monthly expense variances and explanations.
- Provided journal entries and performed accounting on accrual basis.
- Accepted responsibilities of front desk and kitchen if staff was running behind. Maintained strong awareness of customer needs and balanced hospitality with efficiency.
Teller
Wells Fargo
2019.01 - 2019.12
- Established rapport with new clients to increase satisfaction and loyalty while continuing to hold space for current clientele.
- Completed highly accurate, high-volume money counts via both manual and machine-driven procedures.
- Showed appreciation for those visiting. Continuous willingness to serve regarding account maintenance and correct upkeep of records was shown.
- Monitored and verified suspicious activity on customer accounts. Recommended products that would enhance customers experience to prevent unauthorized transactions. Security protocol was followed to prevent outlier behavior that would encourage reputational damage.
- Promoted facility security by monitoring customer behaviors and following established protocols
to protect individuals and assets - Arranged monies received in cash boxes and coin dispensers according to denomination.
Customer Service Advocate
Verizon
2019.12 - 2023.01
- Assisted customers with authorizing purchases and reviewed financial transactions. In cases revolving around misapplied funds or unauthorized purchases, customers were shown proper courtesy as collective efforts were made to resolve issues.
- Educated clients about wireless options that would improve wireless and communication needs.
- Enhanced customer experience by performing credit processing to assist in qualifying clients for services. Processed credit checks and worked with outside agencies needing to qualify customers for lines of credit.
- Exercised compassion as many clients experienced disruption in daily routine due to pandemic-related experiences. Allowed customers to know despite present unrest, help was available and ready to assist.
- Ensured customers understood how to navigate throughout Verizon's application that would allow them to exercise independence and lessen time waiting.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information. Customers would receive adequate assistance to ensure issues were laid to rest.
- Assisted clients undergoing a need to downsize. Informed customers of various ways to avoid relinquishing of wireless services via alternative repayment plans.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints. Utilized ChatGPT method to quicken resolutions. Daily average of at least 30 calls were met to consistently meet needs of clients.
- Validated concerns to ensure proper protocol was followed to protect not only client information, but that of Verizon as well. Expressed concerns through excellent written and verbal communication.
Machinery Operator
OHL Logistics
2016.06 - 2017.09
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
- Reviewed production schedules and streamlined processes.
- Assessed equipment after each production run and performed preventive maintenance to keep machines running smoothly.
- Operated multiple machines simultaneously to meet production requirements.
- Assisted with regular maintenance of firefighting equipment.
- Maintained close contact with dispatch to receive and share information about current fires, equipment movements, and incoming personnel.
- Attended regular training sessions dedicated to enhancing awareness of how to properly handle equipment during events of crisis.
Sales Associate
Kay Jewelers
2009.11 - 2015.04
- Greeted clients daily and welcomed objections with relatable solutions. Earned customers trust by listening attentively.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise. Assisted with proper cleaning and handling of merchandise and customer-owned pieces.
- Continuously emerged as top credit card performer monthly.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Built diverse and consistent sales portfolio.
- Presented professional image consistent with Kay Jeweler's brand. Memorized core values to ensure personal verbiage aligned with company motto.
Education
Associate of Arts - Psychology
Greenville Technical College
Greenville, SCSkills
- Administrative Support
- Complaint Resolution
- Critical Thinking
- Customer Relationship Management (CRM)
- Effective Listening
- Flexible and Adaptable
- Security Compliance
- Technical Support
Certification
- SCMC-Lean Six Sigma Yellow Belt - March 2016
Timeline
Customer Service Advocate
Verizon
2019.12 - 2023.01
Auditor
IHG Holiday Inn Express
2019.02 - 2019.12
Teller
Wells Fargo
2019.01 - 2019.12
Machinery Operator
OHL Logistics
2016.06 - 2017.09
Sales Associate
Kay Jewelers
2009.11 - 2015.04
Associate of Arts - Psychology
Greenville Technical College
- SCMC-Lean Six Sigma Yellow Belt - March 2016
Volunteering
- Demonstrated willingness to give back via Habitat for Humanity through collaboration efforts with Wells Fargo in Atlanta, GA and various cities in SC.
- Partnered with Larneka Lavalais of Larneka Lavalais, LPC PLLC to assist in various community efforts to give back to those in need in Houston, TX and surrounding areas.
- Assisted as a partner to help fight hunger via the McQueen Foundation Fight Hunger team-Dallas, TX
- Former Hospital Responder for Beyond Abuse-Greenwood, SC
- Partnered with Verizon via virtual events to reach veterans in regards to mental health supportive events.
- Interested in traveling near and far to support efforts dedicated to improving communities for the better.
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