Chervante Carter
Customer Service Professional
Sterling Heights,MI
Summary
Reliable Group Facilitator known for being a capable, well-trained professional. A compassionate leader and team-driven employee with undeniable interpersonal skills. Pursuing a new role where hard work and dedication will be highly valued.
Overview
6
6
years of post-secondary education
7
7
years of professional experience
Work History
Flex Facilitator
Hansel And Gretel
Sterling Heights, MI
06.2020 - Current
- Planned and facilitated banking workshops in accordance with specific curricula, employing varied methods to maximize attendance.
- Conducted training courses for 40 + support staff to enhance understanding of industry best practices and company protocols.
- Supported students and individuals with technical and curriculm issues, liaising between participants, families and program executives about needs.
Customer Service Representative
Neiman Marcus Group Ltd LLC
Irving, TX
10.2018 - Current
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Educated customers on promotions to enhance sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended merchandise to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Compiled customer feedback and recommended service delivery improvements to management.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Responded to customer requests for products, services and company information.
- Regularly exceeded daily sales and product add-on quotas.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 98%.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Answered over 225 calls per minute to meet fast-paced call center demands.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Promoted available products and services to customers during service, account management and order calls.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Inbound Customer Service Representative
Walgreens
Deerfield, IL
07.2013 - 03.2015
- Processed customer order, quote and return transactions and offered additional products and services to increase revenue.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Promoted available products and services to customers during service, account management and order calls.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Generated new and repeat sales by offering timely product, service and technical information.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Compiled customer feedback and recommended service delivery improvements to management.
- Monitored scheduled shipment dates to promote timely product delivery and increase customer satisfaction.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Answered customer questions and addressed concerns, resulting in 98% reduction in complaint calls.
- Ranked in top 91% for customer satisfaction among 100 competing customer service representatives.
Customer Service Representative
AAA Road Side Assistance
Omaha, NE
08.2012 - 07.2014
- Assessed caller accounts to determine vehicle benefits, identify service needs and resolve issues.
- Promoted available products and services to customers during service, account management and order calls.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained new personnel regarding company operations, policies and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Assisted approximately 150 customers each hour with roadside claims and service questions.
- Met or exceeded revenue objectives by promoting roadside assistance to customers during service, account and sales follow-up calls.
Education
Bachelor of Science - Marketing
Wilberforce University
Wilberforce, OH 08.1993 - 05.1999
Skills
Training development aptitude
undefinedTimeline
Flex Facilitator
Hansel And Gretel
06.2020 - Current
Customer Service Representative
Neiman Marcus Group Ltd LLC
10.2018 - Current
Inbound Customer Service Representative
Walgreens
07.2013 - 03.2015
Customer Service Representative
AAA Road Side Assistance
08.2012 - 07.2014
Bachelor of Science - Marketing
Wilberforce University
08.1993 - 05.1999
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