Cory Hatton
Sacramento,CA
Summary
Focused customer relations professional skilled in lead generation, customer relationship development , sales, and over 17 years of experience in an office and call center environment. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
14
14
years of professional experience
Work History
Customer Care Advisor
GoodLeap
06.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions, referrals, and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing redirecting techniques for customer to get in touch with vendors.
- Resolved concerns with products or services to help with retention and drive sales.
Customer Service Representative
Compex Legal Services Inc.
08.2016 - 06.2022
- Provided primary customer support to internal and external clients in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on identifying customer needs and resolving concerns.
- Offered advice and assistance to attorneys, paying attention to special needs or wants.
- Liaised with attorneys, management and sales team to better understand client needs and recommend appropriate solutions.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Answered constant flow of incoming client calls and emails.
- Regularly exceeded daily productivity with order handling.
Intern
California Governor’s Office Of Emergency Services
06.2015 - 10.2015
- Organized and filed Department expense reports and pay roll.
- Created quarterly Reports for the Deputy Director to successfully track and effectively measure department SMART Goals.
- Took part in several projects with the state to help with emergency level issues that arose.
- Sorted and organized materials such as physical files, tracking spreadsheets and reports.
Customer Service Representative
Gap Inc. Direct
06.2013 - 01.2015
- Provided excellent customer service and exceeded monthly quality metrics and service levels.
- Effectively handled customer inquiries and resolved customer concerns; processed customer orders, refunds, and returns.
- Maintained the department’s financial integrity by ensuring accurate financial transactions and oversight.
- Based upon my performance was asked to mentor newly hired agents in quality customer service.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
Customer Service Representative
1-800 Contacts
02.2012 - 04.2013
- Processed orders for new and refilled prescriptions.
- Conducted team building activities to promote cohesion and collaboration among my team members.
- Maintained “Top 10%” revenue per call for eleven months.
- Promoted to Assistant Coach for mentoring, as well as sales and quality.
Education
Liberal Arts And General Studies
Sierra College
Rocklin, CAHigh School Diploma -
Woodcreek High School
Roseville, CA01.2003
Skills
- Efficient and Detail-Oriented
- POS Systems and Ordering Platforms
- Customer Account Management
- De-escalation Techniques
- Building Customer Trust and Loyalty
- Verbal and Written Communication
- Understanding Customer Needs
- Customer Retention Strategies
- Data Entry and Maintenance
- Upselling Products and Services
Timeline
Customer Care Advisor
GoodLeap
06.2022 - Current
Customer Service Representative
Compex Legal Services Inc.
08.2016 - 06.2022
Intern
California Governor’s Office Of Emergency Services
06.2015 - 10.2015
Customer Service Representative
Gap Inc. Direct
06.2013 - 01.2015
Customer Service Representative
1-800 Contacts
02.2012 - 04.2013
Liberal Arts And General Studies
Sierra College
High School Diploma -
Woodcreek High School