Cherokee McLaurin
Customer Service Representative
Grand Prairie,TX
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.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Qualfon
San Antonio, TX
04.2021 - 05.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Provided information regarding charge accounts and loyalty programs.
- Promoted available products and services to customers during service, account management and order calls.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
TruGreen
Carrollton, TX
03.2020 - 03.2021
- Answered requests by accessing information in multiple systems.
- Maintained and documented customer issues, research, and actions taken into established case management system.
- Processed transactions by collecting required information or backup documentation, including probing for additional information, performing data entry and mailing out requested documents.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Customer Service Representative
Dialogue Direct
Fort Worth, TX
03.2015 - 06.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Able to access customers urgent direct needs and respond accordingly.
- Able correctly locate and map customers locations.
- Routed vehicles (RVs) to campsites and repair shops.
- Routed restricted vehicles around toll and inaccessible roads.
- Contacted emergency services.
- Ability to use computer skills such as Words, Excel, Outlook, and Power Point.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
Education
Bachelor of Science - Business Administration
Philander Smith College
Little Rock, AR12.2006
Skills
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Customer Account Management
- Courteous with Strong Service Mindset
- Upselling Products and Services
- Google Drive
- Microsoft SharePoint
Timeline
Customer Service Representative
Qualfon
04.2021 - 05.2022
Customer Service Representative
TruGreen
03.2020 - 03.2021
Customer Service Representative
Dialogue Direct
03.2015 - 06.2019
Bachelor of Science - Business Administration
Philander Smith College
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