Akua Patterson
Lumberton,NC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Virtual Home Schooling, W.H. Knuckles Elementary
Lumberton, NC
08.2019 - Current
- Improved operations through consistent hard work and dedication
- Developed and maintained courteous and effective working relationships
- Used coordination and planning skills to achieve results according to schedule
- Used Microsoft Word and other software tools to create documents and other communications
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Team Lead, CSR
Roses
Lumberton, NC
07.2019 - 03.2020
- Handle customer relations involving exchanges and returns
- Cultivated customer loyalty, promoted repeat business and improved sales
- Implemented and developed customer service training processes
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Answered constant flow of customer calls with minimal wait times.
POS Associate
Kohl's Corporation
Charlotte, NC
10.2017 - 12.2017
- Completed purchases using point of sale systems
- Used POS system to enter orders, process payments and issue receipts
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects
- Performed cash, card and check transactions to complete customer purchases
- Solicited customers to purchase loyalty and item protection plans
Mail Processing Clerk
Integra Staffing/ JP Morgan
Charlotte, NC
02.2015 - 04.2017
- Sorted and batched mail
- Prepared mail to be scanned and processed
- Worked in a high volume and production environment.
Sales Associate
Variety Wholesalers Inc
Charlotte, NC
09.2014 - 02.2015
- Engaged with customers to effectively build rapport and lasting relationships
- Prepared merchandise for sales floor by pricing or tagging
- Helped customers locate products and checked store system for merchandise at other sites
- Answered customer questions regarding sizing, accessories and proper care for merchandise
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Provided positive first impressions to welcome existing, new and potential customers
Appointment Scheduler
Colorado Prime Foods
Charlotte, NC
04.2000 - 05.2003
- Handled over 300 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Delivered excellent customer service, resulting in consistent customer satisfaction rating
- Handled customers in fast-paced setting in coordination with solid team of 15 customer service associates
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
- Contacted clients to verify account information and maintain accuracy
Trauma, Unit Secretary
Carolinas HealthCare System
Charlotte, NC
12.1999 - 03.2000
- Answered phone calls and messages for 3-physician medical facility, scheduling appointments and handling patient inquiries
- Kept detailed records of office inventories and placed numerous orders for more supplies
- Implemented company database for digitizing and organizing over several medical records
- Increased office productivity by transcribing doctor orders and implementing organizational systems for documents
- Responsible for typing discharge instructions for patients
Education
Associate of Arts - Healthcare Administration
University of Phoenix
Phoenix, AZ08.2019
Bachelor of Arts - Cognitive Psychology
Ashford University
San Diego, CA07.2018
High School Diploma -
West Charlotte High School
06.1997
Skills
- Creative Problem Solving
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Customer Data Confidentiality
- Responding to Difficult Customers
- Understanding Customer Needs
- Order and Refund Processing
- Refunds and Returns Management
Timeline
Virtual Home Schooling, W.H. Knuckles Elementary
08.2019 - Current
Team Lead, CSR
Roses
07.2019 - 03.2020
POS Associate
Kohl's Corporation
10.2017 - 12.2017
Mail Processing Clerk
Integra Staffing/ JP Morgan
02.2015 - 04.2017
Sales Associate
Variety Wholesalers Inc
09.2014 - 02.2015
Appointment Scheduler
Colorado Prime Foods
04.2000 - 05.2003
Trauma, Unit Secretary
Carolinas HealthCare System
12.1999 - 03.2000
Associate of Arts - Healthcare Administration
University of Phoenix
Bachelor of Arts - Cognitive Psychology
Ashford University
High School Diploma -
West Charlotte High School