Cinnequa Whatley
Anniston
Summary
Dedicated Senior CSR with 15+years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
21
21
years of professional experience
Work History
Senior Customer Service Representative
Heights Finance
Anniston
09.2004 - Current
- Evaluated team performance metrics against established standards on a regular basis.
- Responded promptly to inquiries from customers about products or services.
- Provided product information and answered questions regarding features, pricing plans.
- Identified trends in customer issues and provided recommendations for resolution.
- Analyzed customer data to identify opportunities for upselling services.
- Maintained accurate records of all customer interactions in CRM system.
- Provided technical support to customers via phone, email and chat.
- Conducted customer service training for new hires.
- Ensured compliance with applicable laws and regulations related to customer service.
- Resolved escalated customer complaints in a timely manner.
- Monitored customer feedback surveys to identify areas of improvement.
- Created reports on customer satisfaction levels and key performance indicators.
- Collaborated with other departments such as Sales, Marketing, and Technical Support.
- Managed incoming calls from customers while providing exceptional service.
- Assisted in developing strategies to improve the overall customer experience.
- Coordinated with suppliers regarding delivery dates, product availability.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Monitored customer accounts to track outstanding issues and implement new solutions.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Processed customer account changes with proprietary software.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
- Audited customer account information to identify issues and develop solutions.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Led on- and off-site customer support teams across multiple time zones.
- Provided administrative support to management staff, including responding to customer inquiries and preparing reports.
- Assisted in developing marketing campaigns aimed at increasing brand recognition.
- Performed data entry into various databases used by the organization's management team.
- Managed payroll records for all employees in accordance with company policies.
- Tracked inventory levels and placed orders when necessary to maintain adequate stock levels.
- Handled confidential information with discretion and maintained organized filing systems.
- Answered phone calls from vendors regarding orders or other inquiries.
- Provided support in human resources tasks, such as recruiting and onboarding new hires.
- Provided training and guidance to new administrative staff to ensure high-quality support services.
- Coordinated with IT department to resolve technical issues and maintain office equipment.
- Attended meetings as management's representative to report on proceedings.
- Coordinated and facilitated calendars to arrange appointments, meetings and conferences.
- Wrote email messages, memos, and business letters for management and proofread documentation to provide error-free correspondence.
- Reviewed, proofread and edited documents to prepare for management signature.
- Handled incoming calls and directed callers to appropriate department or employee.
- Maintained positive working relationship with fellow staff and management.
- Provided HR administrative assistance to management team.
- Monitored office services mailbox for business support needs and requests.
- Assisted with set up for social events and food deliveries.
- Coordinated support to facilitate general office operations.
- Encouraged and improved cross-department internal communication.
- Performed accounting or financial analysis.
- Received and distributed mail, letters and packages.
- Answered phones and routed voicemails to respective employees.
- Scheduled service and changed and ordered toner to keep printers and copiers functioning.
- Broke down boxes for garbage and recycling.
- Greeted guests and vendors to assist in navigating space.
Education
High School Diploma -
Handley High School
Roanoke, AL05-2003
Skills
- Customer service
- Technical support
- Customer relationship management
- Data analysis
- CRM management
- Conflict resolution
- Employee training
- Performance evaluation
- Compliance management
- Team leadership
- Report generation
- Customer feedback analysis
- Customer support
- Payment processing
- Database management
- Policy improvement
- Representative training
- Call control
- SOP writing
- Email management
- Database maintenance
- CRM software
- Account management
- Call center experience
- MS office
- Customer service excellence
- Customer service orientation
- Member account management
- Teamwork skills
- Customer retention strategies
- Decision-making
- Time management
- Attention to detail
- Order documentation
- Customer needs assessments
- Product and service sales
Timeline
Senior Customer Service Representative
Heights Finance
09.2004 - Current
High School Diploma -
Handley High School