Summary
Overview
Work History
Education
Skills
Timeline
Generic

Chontisa Nelson

Killeen

Summary

Energetic and people-focused Customer Service Professional with a natural talent for turning challenges into solutions and customers into loyal supporters. With over a decade of experience in fast-paced service roles, I pride myself on bringing patience, positivity, and a personal touch to every interaction. Known for ability to stay calm under pressure, communicate with warmth, and create an experience that makes people feel seen and valued. I thrive in team settings where collaboration matters, but I also take initiative and ownership to get the job done right. I am passionate about helping others, I bring both professionalism and personality to every role I take on.

Overview

9
9
years of professional experience

Work History

Car Salesperson

Drive Away Auto Sales
04.2024 - 08.2024
  • Negotiated purchase prices and explained sales, warranty, and optional products.
  • Cultivated strong relationships with clients, resulting in numerous referrals and repeat customers.
  • Answered telephone and email inquiries from potential customers.
  • Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price, and options while fielding inquiries from various marketing websites.
  • Greeted customers on lot and in showroom to answer questions about brand and available inventory.
  • Boosted customer satisfaction by providing comprehensive information on vehicle features and options.
  • Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,

Plasma Center Technician

Biolife Plasma Services
08.2021 - 05.2022
  • Ensured smooth operations by communicating regularly with management regarding any issues or improvements needed within the center.
  • Collaborated with team members to achieve a clean and organized work environment, promoting efficiency and reducing errors.
  • Contributed to continuous improvement efforts through participation in staff meetings, trainings, and workshops.
  • Performed precise plasma collection procedures, ensuring donor comfort and minimizing adverse reactions.
  • Maintained high-quality standards by performing regular equipment maintenance checks and calibrations.
  • Assisted in training new technicians, sharing best practices to ensure consistent quality across the team.
  • Supported fellow technicians during busy periods or absences, demonstrating adaptability in various roles throughout the center.
  • Enhanced donor safety by conducting thorough pre-donation screenings and health assessments.
  • Promoted a positive atmosphere among donors and staff, fostering strong relationships that encouraged repeat donations.

Customer Service Representative

Teleperformance USA
03.2017 - 03.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Customer Service Representative

Blackboard
04.2015 - 09.2018
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Sought ways to improve processes and services provided.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Education

Shoemaker High School
Killeen, TX

Skills

  • Adaptive critical thinking
  • Active listening and engagement
  • Exceptional customer service
  • Multi-tasking with dual monitors and data entry
  • Problem resolution and prompt deescalation
  • Computer proficiency (CRM systems, Microsoft Office, etc)

Timeline

Car Salesperson

Drive Away Auto Sales
04.2024 - 08.2024

Plasma Center Technician

Biolife Plasma Services
08.2021 - 05.2022

Customer Service Representative

Teleperformance USA
03.2017 - 03.2020

Customer Service Representative

Blackboard
04.2015 - 09.2018

Shoemaker High School

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