CHANCE G BALDWIN
Customer Service Representative
Phoenix,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service Agent
Internal Revenue Service, IRS
Phoenix, AZ
11.2021 - 04.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- 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.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Educated customers on company systems, form completion and access to services.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
Assistant Manager
CIRCLE K
Tempe, AZ
02.2021 - 11.2021
- Delegated daily tasks to team members to optimize group productivity
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership
- Directed and led employees, supervising activities to drive productivity and efficiency
- Collaborated with store manager to develop strategies for achieving sales and profit goals
- Enforced company policies and procedures to strengthen operational standards across departments
- Organized schedules, workflows and shift coverage to meet expected business demands
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies
- Completed inventory audits to identify losses and project demand
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel
- Planned and prepared workflow schedules, delegating tasks for [Number]-
- Summary
- Skills
- Experience growth within organization
- Detail-oriented Assistant Manager offers more than [1-2]-year progressive record of
- Hardworking and reliable [Customer Service Rep] with strong ability in Customer Service] and [Task]
- Offering [Skill], [Skill] and [Skill]
- Highly member team
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies
- Developed training, assessment and performance monitoring programs to coach and mentor employees
- Managed personnel scheduling, facilitating adequate coverage to meet demand
- Oversaw team development according to industry service standards to further customer loyalty
- Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy
- Enhanced sales by implementing merchandising and promotional improvements
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives
- Supported sales management initiatives to optimize business development
- Drove operational efficiency, building customer rapport to foster loyalty and increase sales
- Trained team of [Number] to deliver outstanding customer service, boosting customer satisfaction ratings [Number]%
- Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.
Eligibility Interviewer
Of Economic Security
Phoenix, AZ
11.2017 - 10.2020
- Call center ,Answered incoming and outgoing calls,
- Creened them for government assistance such as medical, nutrition, cash assistance
- Mathematical skills typing printing faxing, scanning paperwork to Hr and other agents, making sure customers had all documents needed for the case
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction
- Input communication with applicants into computer system to facilitate future clarification and knowledgeable support
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance
- Explained eligibility details and affordability options to patients with kindness and respect
- Conducted interviews with applicants, explaining benefits process and which programs were available
- Called applicants to set up appointments and explain benefits processes
- Reviewed criteria for different aid programs to determine eligibility for various applicants
- Processed benefits applications and documents for food stamps and medical assistance
- Analyzed information from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to assess clients' abilities, needs and eligibility for services
- Cultivated effective fact-checking and research talents from daily reviews of program eligibility requirements
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Analyzed information from interviews, educational, and medical records, consultation with other professionals, and diagnostic evaluations to assess clients' abilities, needs, and eligibility for services
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Demonstrated leadership by making improvements to work processes and helping to train others
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Prioritized and organized tasks to efficiently accomplish service goals
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Security Guard
Agtac
05.2017 - 10.2017
- Secured all perimeters, Answered phones, Assist customers by guiding them where they needed to go, Distributed visitor passes, Check id badges,
- Created incident reports and made sure to contact the correct department before allowing entrance in to the building.
Customer service Clerk
Caseys General
04.2014 - 04.2017
- Assist customers with payments, receiving gas, lottery, Prepared Food for the customer
- Cleaned the store and made sure it looked appropriate for customers
- Made coffee, donuts, received shipping orders from delivery trucks assuring timely shipment dates and times.
Administration assistant
PTP Outreach
10.2011 - 09.2013
- Answered inbound calls also made outbound to customers
- Schedule appointments, completed inventory and assured timely deliveries, created excel spreadsheets, used Microsoft word to send emails as well as received emails from customers
- Determined eligibility for donations
- Customers come and Purchase
- Tems
- Performed outreach meeting and also schedule meeting times and dates
- Coordinated pick u times and dates for which allowed economic barriers and stabilize families
- Multitask and created time management
- Assessing Clients needs while providing copies if needed
- Send faxes, interviewing/investigative questions face to face or via telephone with regard to case inquiry
- Call center solutions, Customer service
rep
08.2008 - 09.2011
- Received inbound calls from customers requesting current special/deals
- Make outbound calls to customers offering current specials as well as upgrading to higher profiles
- Received bonuses based on performance
- Made faxes and also emailed management
- Conduct trainings for new members coming on board to the team
- Transitioned to higher position due to performance
- Listened in on calls and scored unit members based on customer service level
- Disbursed spiffs due to performance, created monthly meetings and reviewed overall numbers and productivity
- Established clientele that generated higher revenue.
Education
High School Diploma -
Susan Dorsey Miller High School
05.2008
Skills
- Understanding Customer Needs
- Organized, proactive and punctual with team-oriented mentality Flexible hard worker ready to learn and contribute to
- Team success
- I have many skills with computers such as, Microsoft
- Word, Outlook, excel
- Windows, Power point and Spread sheets
- I can type 41-60 WPM
- Product and service knowledge
- Sales monitoring
- Staff development
- Retail operations management
- CRM
- Training and development
- Merchandising
- Retail Space Planning
- Customer relations
- Strategic Planning
- Closing and contract negotiations
- Project management abilities
- Microsoft Office expertise
- Staff training and development
- Orientating and training
- Time Management
- Business development understanding
- Customer Data Confidentiality
- Data Entry and Maintenance
- Ticket Changes
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Service Agent
Internal Revenue Service, IRS
11.2021 - 04.2022
Assistant Manager
CIRCLE K
02.2021 - 11.2021
Eligibility Interviewer
Of Economic Security
11.2017 - 10.2020
Security Guard
Agtac
05.2017 - 10.2017
Customer service Clerk
Caseys General
04.2014 - 04.2017
Administration assistant
PTP Outreach
10.2011 - 09.2013
rep
08.2008 - 09.2011
High School Diploma -
Susan Dorsey Miller High School
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