CHRISTY WHITLEY
Rocky Mount
Summary
Dedicated and detail-oriented Customer Service specialist with 15 years of customer service experience. Excel at prioritizing, completing multiple tasks simultaneously and following through to achieve goals. Flexible and goal-oriented team player with expertise in scheduling, customer relationship management and document control. Dependable self-starter seeking to leverage background into a customer service or office assistant role with a progressive organization.
Overview
20
20
years of professional experience
Work History
HVAC COORDINATOR
Blevins, INC
07.2022 - Current
- Entered data, generated reports, and produced tracking documents for all hvac sales and equipment.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts with customers and sales lots.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Developed long-term relationships with customers via clear communication about their needs, resulting in repeat business and referrals.
Administrative Support
Rocky Mount Children's Developmental Service Agcy
03.2022 - 07.2022
- Delivered high-quality administrative support to multiple departments, effectively juggling competing priorities to meet deadlines consistently.
- Provided administrative support to the creative director, streamlining daily operations within the department.
- Provided exceptional administrative support to executives by coordinating schedules appointments, drafting correspondence letters.
- Provided administrative support for efficient office operations, including document preparation, filing, and data entry tasks.
- Provided administrative support to management, other departments, and employees.
- Provided essential administrative support by maintaining accurate records of patient information and treatment details.
CUSTOMER SERVICE REP/HVAC ASSISTANT
Blevins Inc
06.2016 - 03.2022
- Inputted information from customer calls and onsite service visits into the company's system using P21
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists
- Organized files, developed spreadsheets, faxed reports and scanned documents
- Made copies, sent faxes and handled incoming and outgoing correspondence
- Invoiced HVAC equipment orders
- Handled all warranty and insurance claims in a timely manner
- Communicated with drivers on any issues that came up for a delivery
- Answered phone calls daily and pleasantly welcomed visitors to the office
- Responded to telephone inquiries from clients, vendors and the public
- Investigated and resolved billing and service discrepancies
- Assisted customers with sales transactions in a timely manner to guarantee high level of customer service
- Received inbound calls from customers, providing information regarding services or products, taking new orders and canceling orders
PROCESSING ASSISTANT IV
Nash County Social Services
07.2015 - 03.2016
- Received and screened high volume of internal and external communications, including email and mail
- Served as central point of contact for all outside vendors needing to gain access to the building
- Improved productivity initiatives and scheduling appointments
- Dispersed incoming mail to correct recipients throughout the office
- Interpreted for Hispanic cliente
- Answered approximately phone calls daily and pleasantly welcomed visitors to the office
- Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists
- Created monthly reports and presentations
- Made copies, sent faxes and handled all incoming and outgoing correspondence
- Managed receptionist area, including greeting visitors and responding to telephone and in-person requests for information
- Organized files, developed spreadsheets, faxed reports and scanned documents
- Interpreted for Hispanic clientele
- Notarized as needed for the agency
- Achieved results in an ambiguous environment with a high level of accuracy and attention to detail
OFFICE ASSISTANT IV
Nash County Social Services
09.2010 - 05.2015
- Cross-trained and provided back-up for other customer service representatives when needed
- Attended team meetings each month to voice concerns and offer constructive feedback to others
- Answered customers' questions and addressed problems and complaints in person and via phone
- Served as company's bilingual Spanish interpreter and Customer Service Representative
- Confirmed that appropriate changes were made to resolve customers' problems
- Fielded an average of 60-100 customer service calls per day
- Developed strong relationships with the public and staff members using outstanding interpersonal and communication skills
- Managed clerical needs of company employees, including copying, faxing and file management
PROCESSING ASSISTANT III
Nash County Social Services
11.2007 - 09.2010
- Filed, retrieved and transmitted patient medical records between offices and in accordance with regulations
- Checked master calendar and scheduled appointments in accordance with office availability
- Added latest information to tracking spreadsheets
- Completed check-in and closing procedures and updated medical records
- Explained WIC program offerings and requirements to clients and answered related questions
- Referred families to food banks, financial assistance programs, employment and training support and health and immigration services
- Entered client data in a centralized database and maintained up-to-date case records for all clients
- Served as company's bilingual Spanish Customer Service Representative
CUSTOMER SERVICE REPRESENTATIVE
The Roomstore
05.2005 - 09.2010
- Guaranteed positive customer experiences and resolved all customer complaints
- Investigated and resolved billing and service discrepancies
- Provided customer service for The Roomstore inbound and outbound call center
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Responded promptly to general inquiries from members, staff and clients via mail, e-mail and fax
- Served as company's bilingual Customer Service Representative
- Obtained information to resolve customer inquiries
- Answered customers' questions and addressed problems and complaints in person and via phone
Education
Associate of Science - Forensic Science/Latent Technology
Edgecombe Community College
Tarboro, NC01.2016
High School Diploma -
Southwest Edgecombe High School
Pinetops, NC01.1999
Skills
- Client-focused
- Time management skills
- Microsoft Office
- Quick learner
- Computer proficient
- File/records maintenance
- Excellent communication
- Bilingual in Spanish
- Professional & mature
- Resourceful
- Mail Management
- Dedicated team player
- Meticulous attention to detail
Timeline
HVAC COORDINATOR
Blevins, INC
07.2022 - Current
Administrative Support
Rocky Mount Children's Developmental Service Agcy
03.2022 - 07.2022
CUSTOMER SERVICE REP/HVAC ASSISTANT
Blevins Inc
06.2016 - 03.2022
PROCESSING ASSISTANT IV
Nash County Social Services
07.2015 - 03.2016
OFFICE ASSISTANT IV
Nash County Social Services
09.2010 - 05.2015
PROCESSING ASSISTANT III
Nash County Social Services
11.2007 - 09.2010
CUSTOMER SERVICE REPRESENTATIVE
The Roomstore
05.2005 - 09.2010
High School Diploma -
Southwest Edgecombe High School
Associate of Science - Forensic Science/Latent Technology
Edgecombe Community College
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