CHRISTINA HAYES
Miami Gardens,FL
Summary
Dedicated Customer Service Professional with practiced interactive skills to deliver premium customer service to clients. Offering collaborative and adaptive skills to work seamlessly with team members in a fast-paced environment to drive the attainment of collective goals.
Overview
12
12
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
NationsBenefits
01.2024 - 01.2024
- Handled a high volume of customer inquiries, complaints, and service requests in a professional and courteous manner
- Actively listened to customers, assessed their needs, and provided appropriate solutions and assistance
- Demonstrated in-depth knowledge of Clients insurance and plans, effectively educating customers on their balances and activating cards
- Maintained a calm and professional demeanor in challenging situations, effectively deescalating irate or upset customers and providing empathetic support
Customer Support Specialist
Remote
01.2022 - 10.2023
- Responding to inquiries via email, chat, phone, or social media channels.
- Maintaining detailed records of customer interactions, issues, and resolutions in CRM tools.
- Preparing reports on recurring issues or trends to inform product development or service improvements.
- Diagnosing issues based on customer feedback and providing clear, step-by-step solutions.
- Monitoring performance metrics such as response times, customer satisfaction scores, and resolution rates.
- Being responsible for managing one's workload, tracking progress, and delivering results without constant oversight.
- Creating a dedicated workspace and minimizing personal distractions to maintain productivity.
Data Processing Customer Service Representative
Chewy
07.2020 - 12.2022
- Handled a high volume of customer inquiries, complaints, and service requests in a professional and courteous manner
- Actively listened to customers, assessed their needs, and provided appropriate solutions and assistance
- Demonstrated in-depth knowledge of AT&T products, services, and plans, effectively educating customers and upselling additional offerings when applicable
- Handled billing inquiries, processed payments, and assisted customers with account adjustments and disputes
- Escalated complex issues to appropriate levels of management, following established protocols and ensuring timely resolution
- Maintained a calm and professional demeanor in challenging situations, effectively deescalating irate or upset customers and providing empathetic support
- Maintained up-to-date knowledge of industry trends, technologies, and best practices in data processing and customer service.
- Coordinated effectively with various departments to resolve complex customer concerns that required cross-functional collaboration.
- Ensure the accuracy of inputted data by cross-checking and validating information.
- Enter, Process, and update large sets of data in various databases.
COORDINATOR
Marshalls
01.2017 - 08.2019
- Led and supervised a team of 5 employees, providing guidance, coaching, and support to ensure optimal performance and customer service
- Implemented effective operational strategies to achieve sales goals, optimize productivity, and enhance the overall shopping experience for customers
- Collaborated with the visual merchandising team to ensure attractive and organized displays, highlighting merchandise and promoting sales
- Addressed customer inquiries, concerns, and escalated issues, providing prompt and satisfactory resolutions to maintain customer satisfaction
Inbound Call Center Representative
Oneloanplace
03.2012 - 12.2017
- Maintained a high level of professionalism when dealing with difficult customers
- Handled customer complaints and inquiries in a courteous and efficient manner
- Provided exceptional customer service to ensure customer satisfaction
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Resolved customer complaints promptly and efficiently
- Developed strong customer relationships and loyalty through effective communication
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Performed data entry tasks accurately and in a timely manner
- Utilized problem-solving techniques to identify solutions for complex customer inquiries
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
Education
COMMUNICATION -
Miami Dade College
01.2001
Williams H. Turner Technical Arts High School -
Williams H. Turner Technical Arts High School
01.2001
Skills
- Time management and organization
- Documentation and charting
- Communication and interpersonal skills
- Compassion and empathy
- Team collaboration
- Physical stamina and mobility
- Customer service
- Sales
- Communication skills
- Call center
- Phone etiquette
- Data entry
- Computer skills
- Typing
- Outbound calling
- Scheduling
- Call Management
- Data Entry
- Research
- Order Processing
- Critical Thinking
- Microsoft Excel
- CRM Software
- Telephone Etiquette
- Call Center Experience
Timeline
CUSTOMER SERVICE REPRESENTATIVE
NationsBenefits
01.2024 - 01.2024
Customer Support Specialist
Remote
01.2022 - 10.2023
Data Processing Customer Service Representative
Chewy
07.2020 - 12.2022
COORDINATOR
Marshalls
01.2017 - 08.2019
Inbound Call Center Representative
Oneloanplace
03.2012 - 12.2017
Williams H. Turner Technical Arts High School -
Williams H. Turner Technical Arts High School
COMMUNICATION -
Miami Dade College
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