Cherokee McLaurin
Grand Prairie
Summary
Dynamic Customer Service Representative with a proven track record at U.S. Bank, excelling in issue resolution and customer relationship management. Known for enhancing customer loyalty through personalized service and effective upselling strategies. Adept at utilizing CRM software to streamline processes and improve satisfaction ratings, fostering trust and long-term client relationships.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
U.S. Bank
Irving
08.2022 - 11.2025
- Supported customers in addressing inquiries and effectively troubleshooting issues.
- Provided product information to enhance customer understanding and satisfaction.
- Utilized CRM software to track interactions and manage customer accounts.
- Collaborated with team members to improve service delivery processes.
- Handled escalated complaints with empathy and professionalism.
- Conducted follow-up calls to ensure customer satisfaction and loyalty.
- Maintained detailed records of customer interactions for future reference.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Prevented key account losses by researching discrepancies and correcting problems.
Customer Service Representative
Qualfon
San Antonio
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
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
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
- Positive personality and service mindset
- Customer relationship management
- Issue resolution and complaint handling
- Attention to detail
- Customer trust and loyalty building
- Product and service upselling
Personal Information
Title: Customer Service Representative
Timeline
Customer Service Representative
U.S. Bank
08.2022 - 11.2025
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