Courtney Wright
Muscle Shoals,AL
Summary
Experienced in customer service with a focus on escalated call management and agent support. Utilized Salesforce for effective resolution of customer issues, ensuring compliance with established knowledge base procedures. Conducted case reviews to maintain quality standards and gathered customer feedback to enhance service delivery. Demonstrated strong conflict resolution skills while maintaining professionalism in challenging situations.
Professional offering several years achieving success in industry. Highly qualified and skilled leader. Priority on driving business growth and motivating teammates to consistently exceed goals.
Overview
21
21
years of professional experience
Work History
Sr Specialist
Walgreens
, AL
03.2008 - Current
- I take escalated calls from customers.
- I assist agents with calls. I also educate them on best ways to handle issues with customers.
- I also use Salesforce to respond to escalated issues with customers by phone and email.
- I also review cases sent by level one agents and make sure they comply with the procedures provided by the knowledge base
- I also use digital workplace to put in technical issues.
- I use GIR to review calls.
Customer Service Representative
Kelly temp jobs (Walgreens)
Florence, AL
07.2007 - 03.2008
- Gathered customer feedback through surveys and used the data to improve customer service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained a high level of professionalism when dealing with difficult customers.
Assistant Manager, Customer Service
MAPCO Mart
Florence, AL
05.2004 - 07.2007
- Cashier
- Clean store and restrooms
- Stock coolers
- Clean parking lot
- Paperwork
- Counting money and making deposits
- Doing inventory counts
- Order stock and supplies for store.
- Making coffee
- Cleaning cappacino machines
- Cleaning soda machines
- Cleaning slushie machines
- Cleaning grill
Education
High School Diploma -
Deshler High School
Tuscumbia, AL05-2000
Some College (No Degree) - Health Sciences
Western Governors University
Salt Lake City, UTSome College (No Degree) - Criminal Justice
Northwest Shoals Community College
Muscle Shoals, ALSkills
- Customer service
- Salesforce usage
- Call escalation management
- Case review
- Technical issue resolution
- Customer feedback collection
- Team training
- Conflict resolution
- Administrative support
- Time management
- Knowledge base compliance
- Customer relations
- Expert problem solving
References
References available upon request.
Timeline
Sr Specialist
Walgreens
03.2008 - Current
Customer Service Representative
Kelly temp jobs (Walgreens)
07.2007 - 03.2008
Assistant Manager, Customer Service
MAPCO Mart
05.2004 - 07.2007
High School Diploma -
Deshler High School
Some College (No Degree) - Health Sciences
Western Governors University
Some College (No Degree) - Criminal Justice
Northwest Shoals Community College