Chivonne Sanders
Atlanta,GA
Summary
Looking for a position in a company that needs and values quality front-end customer support service and can benefit from my positive interaction skills and technical abilities which will ultimately improve customer satisfaction.
Overview
11
11
years of professional experience
Work History
Sr. Customer Service Rep
Home Depot
Atlanta, GA
01.2018 - Current
- Providing quality customer service during appointment scheduling
- Addressing customer needs and ensuring they have a good experience
- Providing active listening, empathy, problem-solving and communication skills.
- Proactively sought feedback from customers to identify areas of improvement within the organization''s offerings or processes.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Updated account information to maintain customer records.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Trained staff on operating procedures and company services.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Customer Service Representative
ALORICA
01.2015 - 01.2017
- Communicated directly with customers by phone
- Provided customers with technical support using maintenance procedures created with company products
- Wrote and kept accurate records of discussions and correspondence with customers
- Team lead of customer services representatives
- Provided customer service team with feedback
- Met with other team managers to discuss possible improvements in customer service and company’s products
- Trained and coached team members to deliver a high standard of customer service
- Learned about products and services and kept up to date with changes
- Kept ahead of technology developments by attending professional courses
- Provided 100% quality for over a year.
CUSTOMER CARE REP
CONVERGYS
01.2015 - 01.2017
- Responded promptly and answered/resolved customer inquiries and complaints
- Investigated and resolved service issues and/or product problems
- Managed customers’ database accounts, performed customer verification and processed applications, orders and requests
- Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments
- Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints
- Supplied customers with written responses and information and followed up on customer communications
- Processed troubleshoot/tech support.
CUSTOMER SERVICE REP
SERVICOM
01.2013 - 01.2014
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals
- Earned “Top Seller” for two consecutive quarters in 2014
- Cross-trained and provided back up for other C.S.R when needed
- Managed quality communication, customer support and product representation for each client.
Education
A.A - Liberal Arts
Butler Community College
01.2015
Skills
- Strong communication skills
- Problem analysis and problem solving
- Organizational skills and customer service orientation
- Adaptability and ability to work under pressure
- Initiator
- Staff education and training
- Conflict Resolution
- Payment Processing
- Team Development
- LiveChat Messaging
Timeline
Sr. Customer Service Rep
Home Depot
01.2018 - Current
Customer Service Representative
ALORICA
01.2015 - 01.2017
CUSTOMER CARE REP
CONVERGYS
01.2015 - 01.2017
CUSTOMER SERVICE REP
SERVICOM
01.2013 - 01.2014
A.A - Liberal Arts
Butler Community College