Charlesha Nelson
Fort Wayne,Indiana
Summary
Accomplished Customer Service Specialist with a proven track record at Conduent Business Services, enhancing customer satisfaction through expert resolution of complaints and inquiries. Skilled in CRM software and relationship building, adept at fostering positive customer engagements. Demonstrated ability to maintain professionalism under pressure, ensuring high-quality customer support and retention.
Overview
9
9
years of professional experience
Work History
Customer Service
Conduent Business Services
2024.01 - 2024.07
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Described product and service details to customers to provide information on benefits and advantages.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Developed working relationships with internal and external customers while assisting with account management duties.
Office Assistant
Wrap and Send
2022.04 - 2023.12
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited document processing with accurate data entry and timely filing.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Contributed to a positive work environment by fostering open communication among colleagues.
Delivery Driver
Amazon
2019.05 - 2020.03
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
Call Center Representative
Noble Voice
2015.02 - 2019.04
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
Education
Diploma -
Avondale High School
Auburn Hills, MIAssociate Of Business Administration - Business Administration And Management
Oakland Community College
Bloomfield Hills, MISkills
- Complaint Handling
- Social Media
- CRM Software
- Team Collaboration
- Customer Engagement
- Relationship Building
- Online chat and email
- Call center experience
- Shipment Tracking
- Customer Relationship Management
- Call Control
- Payment management
- Customer Retention
- Troubleshooting
- Computer Skills
- Understanding Customer Needs
- Multitasking
- Problem-solving abilities
- Calm and Professional Under Pressure
- Attention to Detail
- Problem-Solving
- Teamwork and Collaboration
- Customer Service
Timeline
Customer Service
Conduent Business Services
2024.01 - 2024.07
Office Assistant
Wrap and Send
2022.04 - 2023.12
Delivery Driver
Amazon
2019.05 - 2020.03
Call Center Representative
Noble Voice
2015.02 - 2019.04
Diploma -
Avondale High School
Associate Of Business Administration - Business Administration And Management
Oakland Community College