Summary

Overview

Work History

Education

Skills

Timeline

Chinesia Gardner

Decatur,GA

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

years of professional experience

Work History

Residential Support Specialist

FirstKey Homes

Marietta, GA

04.2023 - 10.2023

Adhered strictly to all applicable laws and regulations pertaining to customer privacy
Answered incoming calls from residents and provided assistance with residential inquiries , needs , or concerns
Processed orders, forms, applications, and requests accurately and efficiently.
Assisted potential applicants with navigating the company's website to locate desired information such as maintenance request , pet policies , application fees and processing , and touring policies .
Performed follow-up calls as necessary to ensure satisfactory resolution to residents/potential applicant inquiries.
Maintained high levels of professionalism while interacting with residents/potential applicants via phone and email.
Utilize company systems and databases to enter and maintain customer information accurately.
Achieving meeting company’s metrics such as handling call time , performance , and meeting sales goals .
Assisted potential residential applicants with completing applications to desired properties , and processed applications.
Informed potential residents on scheduling tours to available properties using rently self tours .
Provided intervention as needed, utilizing de-escalation techniques.
Participated in team meetings to discuss current statistics relating to sale goals and needs of the company.
Maintained detailed records of customer interactions, and comments for future reference.

Customer Service Representative

Honda Financial Services

Alpharetta, GA

05.2021 - 04.2023

Improved customer service wait times to mitigate complaints.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Upheld quality control policies and procedures to increase customer satisfaction.
Made outbound calls to obtain account information on recorded & monitored line .
Gathered customer feedback through surveys and used the data to improve customer service.
Provided excellent customer service to resolve customer complaints in a timely manner.
Maintained detailed records of customer interactions, transactions and comments for future reference.
Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Sales Associate (Remote)

Carmax

Norcross, GA

07.2019 - 05.2021

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Answered incoming calls and emails, providing frontline customer support with assisting customers with their new car buying experience.
Processed vehicle finance applications , and submitted to banks such as Carmax Financial, Wells Fargo , Santander , Ally , and etc.
Assisted Customer with uploading necessary documents such as Identification Card, Social Security Card, Check Stubbs or Bank Statements, and Insurance Card .
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Answered inbound calls, chats and emails to facilitate customer service.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Developed strong customer relationships to encourage repeat business.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
De-escalated problematic customer concerns, maintaining calm & professionalism.
Set up and activated customer accounts.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Built relationships with customers to encourage repeat business.
Upsold additional items based on customer interests and needs.
Attended weekly team meetings to review performance goals and objectives.

Administrative Assistant

Ackerman Security

04.2018 - 07.2019

Answered phone calls and emails to provide information, resulting in effective business correspondence.
Provided secretarial and office management support while building cooperative working relationships.
Inventoried and ordered supplies for office.
Responded effectively to sensitive inquiries or complaints.
Maintained accurate department and customer records.
Coordinated appointments, meetings and conferences.
Coordinated catering services for various functions, including sales trainings and department meetings
Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
Updated system to organize office documentation, maximizing efficiency and increasing productivity.
Sorted and distributed incoming faxes, letters and emails for office distribution.

Office Administrative Assistant

Coolray Heating And Air

, GA

02.2017 - 04.2018

Managed office duties, ordered materials, organized workspaces, answered emails and made phone calls.
Answered phones to direct callers, schedule appointments and provide general office information.
Oversaw office inventory by restocking supplies and submitting purchase orders.
Obtained scanned records and uploaded to database.
Scanned physical documents and uploaded to encrypted databases for digital maintenance.
Directed clients and guests to correct departments, rooms and staff .
Drafted agendas, meeting notes and other documents to enhance collaborative process.
Scheduled and coordinated meetings, appointments and travel arrangements for managers or supervisors.
Organized conference room space and materials for internal and customer meetings, took notes and distributed meeting minutes to support executive needs.

Technical Support Representative

WIPRO, Geek Squad, Best Buy

06.2015 - 03.2017

Assisted customers with various types of technical issues via email, live chat and telephone.
Handled customer service issues by providing guidance or escalating for advanced support.
Walked customers through common phone hardware and software configurations to maximize service functionality.
Used remote login tools to assist clients with technical and product questions.
Served as first point of contact for incoming technical service calls and emails.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Demonstrated advanced product knowledge to solve customer issues.
Assisted customer in understanding products, components and systems using technical demonstration.
Supported customers with online billing, access and account issues.
Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.