Carneiceshia Patrick

Ocoee,FL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

years of professional experience

Work History

Customer Service/Customer Service Agent

The Sunshine Flyer

06.2022 - Current

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Responded to customer calls and emails to answer questions about products and services.
Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Addressed customer account discrepancies and concerns.
Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered customer telephone calls promptly to avoid on-hold wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Utilized customer service software to manage interactions and track customer satisfaction.
Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Responded proactively and positively to rapid change.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Email/Text/Chat Support Representative

Amazon

01.2022 - 08.2022

Responded to customer inquiries and provided accurate information about products and services via live chat.
Documented all customer information accurately in computer system, providing dated notes for future reference.
Monitored customer conversations and provided timely, knowledgeable assistance.
Handled inbound customer chat conversations from various websites.
Researched customer inquiries to provide accurate and up-to-date information.
Remedied issues quickly and within parameters of company-mandated policies and procedures.
Investigated and resolved customer inquiries and complaints quickly.
Maintained up-to-date knowledge of product and service changes.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Kept accurate records of customer support interactions using defined methods and tools.
Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.

Dispatcher

Mears Destination Services

05.2017 - 06.2022

Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
Directed dispatching, routing, and tracking of [Number] fleet vehicles.
Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
Closely monitored dispatch board to triage and prioritize over 200+ daily calls.
Analyzed customer feedback and provided solutions to improve customer service.
Answered phone calls and responded to customer emails.
Monitored and tracked dispatch communication systems.
Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Managed customer accounts and invoicing.
Provided daily supervision, feedback and oversight to direct reports.
Audited production reports, tracking data entry and processing errors.
Created organized filing system to manage department documents.
Built and managed processes for tracking and monitoring department performance.

Education

High School Diploma -

Penn Foster

Orlando

Skills

Call Control
Case Management
Information Verification
File Management
Client relationship management
Research capabilities

Microsoft Word mastery
Strong grammar skills
Attention to detail
Technical Support
Customer Service
Software Installation

Timeline