Hi, I’m
Cheyenne McGinnis
Tunnelton,WV
Heaven knows we need never be ashamed of our tears, for they are rain upon the blinding dust of earth, overlying our hard hearts. I was better after I had cried, than before—more sorry, more aware of my own ingratitude, more gentle.
Charles Dickens
Summary
Knowledgeable and dedicated customer service professional with extensive experience in appliance and technology industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
years of professional experience
Work History
Whirlpool
Senior Customer Service Specialist
05.2022 - Current
Job overview
- Scheduling service under Whirlpool's Certified Care Extended Service Plan, Reviewing claim estimates, and when applicable providing alternate resolutions for customer satisfaction within the terms of the contract.
- Assist the Third-party Extended Warranty companies with scheduling service, sending estimates from technicians for approval, and following up on service claims.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Showcased warranty features to customers and discussed technical details to overcome objections and lock in sales.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Whirlpool Call Center
Customer Service Specialist
07.2021 - 05.2022
Job overview
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Handled customer inquiries and suggestions courteously and professionally.
- Took payment information and other pertinent information such as addresses and phone numbers to build customer accounts, schedule service calls and place part orders.
- Selling Certified Care extended service plans, Water Filters and Afresh products.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisting advisors and teammates on additional tasks and special projects (such as pilot programs, Registration, and Peer mentoring)
Randstad
Customer Care Advisor
09.2020 - 07.2021
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
Transcom
Technical Support Specialist
10.2019 - 04.2020
Job overview
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Recognized escalation needs and connected customers with advanced support staff.
- Utilization of screen sharing and annotation to equip customers with confidence in using new products as well as to troubleshoot device issues and schedule appointments when in-person repairs are needed.
- Researched and identified solutions to technical problems.
Socials In Bloom
Freelance
09.2018 - 04.2019
Job overview
- Collaborated with clients to define project requirements and deliverables.
- Negotiated fees and contracts to reach mutually beneficial agreements with clients.
- Optimized websites and mobile applications to achieve maximum performance.
- Designed and implemented new features and enhancements to improve existing applications.
- Increased customer engagement through social media.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Designed and implemented social media strategies to align with business goals.
- Developed and managed content calendars for each platform to establish timely and relevant posts.
- Oversaw social media presence and aligned posts to include branding and trending ideas.
- Scheduled 1:1 meetings with branding clients to discuss brand vision and goals, curated branding graphics, and tied them into a well-branded website design.
- Promoted brand identity by creating company logos and delivering attractive, user-friendly and unique website.
- Designed highly engaging interactive user interfaces that complied with modern web standards.
- Coordinated copywriting and designed images to craft website content.
- Designed eye-catching websites via Wix for clients to help increase engagement and drive traffic.
Market Street Learning Center
Teaching Assistant
06.2014 - 12.2018
Job overview
- Supervised children during in-classroom activities and on playground.
- Interacted with children one-on-one and in small groups to enhance and support learning activities.
- Supported children's social and emotional development by encouraging understanding of others and positive self-concepts.
- Maintained classrooms by disinfecting and sterilizing surfaces and toys.
- Engaged and entertained children through recreational and educational activities.
- Encouraged children to interact with each other and participate in group activities.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Organized snack time and nap hours.
- Taught children with creative approaches, methods, and techniques.
- Communicated with parents to inform about child's progress and classroom behavior.
- Assisted teacher by developing lesson plans to meet educational goals for each child.
- Prepared for lessons by gathering educational materials and setting up equipment.
- Delivered clear, concise instructions to children to aid in each student's decision-making.
- Helped teacher prepare instructional material and displays.
- Enforced rules and instructions to maintain discipline.
- Cleaned, organized and restocked classrooms for upcoming classes.
- Took part in professional development workshops to boost skills.
- Demonstrated specific skills and activities for students to improve understanding and take excess workload off teachers.
- Assisted with school field trips and special events.
Education
James Wood High School, Winchester, VA
High School Diploma
06.2014
Skills
- Active Listening
- Customer Satisfaction
- Sales Expertise
- Written and Oral Communications
- Call Controlling
- Policy and Procedure Adherence
- Productivity Management
- Brand Promotion
- Time Management
- Problem-Solving
- Quick Learner
- Inbound and Outbound Calling
- Brand Advocacy
- Technical Support and Assistance
- Troubleshooting
- Time Management
- Email Management
- Social Media Platforms
- Blog Posts
- Microsoft Office
- Self-Motivated
- Flexible and Adaptable
- Written Communication
- Multitasking Abilities
- Dependable and Responsible
- Attention to Detail
- Time Management
- Problem Solving
- Quick Learner
- Time Management
- Problem Solving
- Quick Learner
- Client Relationships
- Time Management
- Problem Solving
- Quick Learner
- Time Management
- Problem Solving
- Quick Learner
- Brand Strategist
- Content Design
- Apple Macintosh
- Brand Development and Awareness
- Social Media Management
- Facebook, Instagram, Twitter
- Interactive Content
Accomplishments
Self-published debut poetry collection Sincerely Yours Forever, C.s.
Additional Information
Experience in Blogging, Beta Reading, and Book Reviews
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Service Specialist
Whirlpool
05.2022 - Current
Customer Service Specialist
Whirlpool Call Center
07.2021 - 05.2022
Customer Care Advisor
Randstad
09.2020 - 07.2021
Technical Support Specialist
Transcom
10.2019 - 04.2020
Freelance
Socials In Bloom
09.2018 - 04.2019
Teaching Assistant
Market Street Learning Center
06.2014 - 12.2018
James Wood High School
High School Diploma
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