Cheryl Wilson
Elgin,Texas
Summary
Customer Service Representative who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Overview
19
19
years of professional experience
Work History
Monitor I
CoreCivic
DelValle, TX
03.2023 - Current
- Monitor resident population of halfway house and reports any suspicious activities or violations of policy, procedures, or regulations by residents or other individuals.
- Conduct resident counts, searches, room inspections, and vehicle searches as required. Conduct drug and alcohol testing as needed or as directed by facility administration.
- Process residents for intake/discharge in accordance with policies and procedures.
- Monitor resident worker activities, provides necessary instruction, and applies standards and procedures for the completion and quality of work performed by residents, where applicable.
- Perform rescue functions at accidents, emergencies and disasters to include administering basic emergency medical aid and CPR, physically removing people away from dangerous situations, and securing and evacuating people from confined areas.
- Work monitor station Checking residents in and out of the system with approved schedules for the day. Answering the phone,Keeping hourly shift log
- Work monitor station Provides Transportation
Data Collector
WesTec
Fort Hood TX/LaCrosse Wisconsin, TX
05.2022 - 08.2022
- Collected, compiled, and analyzed data from multiple sources to create detailed reports.
- Kept data secure and followed proper procedures for uploading and transmitting information.
- Collected and documented data to support research and information-gathering activities.
- Ensured that all collected data was stored securely according to company policy.
- Stayed on top of daily workload with speed and efficiency.
- Documented observations alongside required data.
- Entered data into spreadsheets, documents and databases with high accuracy rate.
Customer Care Advocate / Outbound Calls
TeleTech
Temple, TX
06.2017 - 05.2021
- Excellent communication and listening, negotiation, problem solving skills and comfortable dealing with high stress situations.
Customer Service
Teleperformance/American Express
Killeen, TX
06.2016 - 06.2018
- Prepared and sold broad range of customized Flights, hotels to customers
- Computed accurate sales prices for purchase transactions
- Managed quality communication, customer support and product representation for each customer
- Guaranteed positive customer experiences and resolved customer complaints
- Kept abreast of rapidly evolving technology
- Regularly sought opportunities to up sell
- Use multiple computer systems to assist customer in booking flights, hotels changing flights.
Customer Service
Convergys/AT&T
Killeen, TX
04.2008 - 03.2009
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customer inquiries
- Addressed customer service inquiries in a timely and accurate fashion
- Always maintained up-to-date records
- Developed effective relationships with all call center departments through clear communication.
Customer Service
Teletech@Home/Best Buy
Temple, TX
10.2007 - 02.2008
- Served customers by taking inbound calls directed customer to appropriate extension to service their need and or purchase
- Maintained QA scores and appropriate call handling times.
Customer Lifestyle Representative
Sprint/Nextel
Temple, TX
11.2005 - 08.2007
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customer inquiries
- Addressed customer service inquiries in a timely and accurate fashion
- Always maintained up-to-date records
- Developed effective relationships with all call center departments through clear communication.
Retention Representative
Convergys
Killeen, TX
11.2004 - 10.2005
- Served customers by building rapport, probing, listing, and offering the correct solutions to customers requirements
- Constantly marketed the benefits of Capital One credit card products and services versus other credit card competitors
- Spoke with approximately 80-100+ customers daily on terminating Capital One credit card services or billing questions assessed and analyzed customer issues and provided appropriate solutions to discourage closing of credit card accounts
- Assisted customers with balance transfers
- Employed 3-6 systems to provide complete customer information while maintaining continuous communication with the caller
- Oversaw the timely execution of tracking reports and updating of customer's account.
Education
Early Childhood Development -
Central Texas College
Skills
- Provide outstanding customer service experience by using consultive skills to anticipate customer needs, suggest alternatives, and to find solutions to meet customer needs
- Ensure customer problems are resolved quickly and to satisfaction of customer
- Proficient in customer account software
- High customer service standards
- Training in customer service as well as working several computer programs at once
- Strong problem-solving ability
- Negotiation competency
- Telecommunications knowledge
Accomplishments
- Customer Service Researched, calmed, and rapidly resolved client conflicts to prevent loss of key accounts.
- Consistently generated additional revenue through skilled sales techniques.
- Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
- Capable of building customer loyalty through listening, relationship building, and professional persuasive communication skills.
- Ability to maintain composure while dealing with difficult situations
- Ability to think creatively and provide out of the box solutions.
- Assisted customers over the phone with product, promotions, and orders.
Training
Extensive on the job training in Customer Service and the use of multiple computer systems.
Timeline
Monitor I
CoreCivic
03.2023 - Current
Data Collector
WesTec
05.2022 - 08.2022
Customer Care Advocate / Outbound Calls
TeleTech
06.2017 - 05.2021
Customer Service
Teleperformance/American Express
06.2016 - 06.2018
Customer Service
Convergys/AT&T
04.2008 - 03.2009
Customer Service
Teletech@Home/Best Buy
10.2007 - 02.2008
Customer Lifestyle Representative
Sprint/Nextel
11.2005 - 08.2007
Retention Representative
Convergys
11.2004 - 10.2005
Early Childhood Development -
Central Texas College
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