Summary
Overview
Work History
Education
Skills
Timeline
Generic

CRYSTAL PARHAM

Yorktown,VA

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Live Opps
10.2020 - Current
  • Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
  • Conducted training sessions for Customer Service Representatives on various aspects of job including soft skills development, product knowledge enhancement, and procedural updates.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Tracked customer service cases and updated service software with customer information.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Representative

Verizon
11.2020 - 12.2023
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Heater Bar

Newport News Shipbuilding
04.2018 - 09.2020
  • Preparing welders job by putting heater bars around unit.
  • Pulling lines
  • Fire watch
  • Maintained compliance with safety regulations, attending regular training sessions and applying updated knowledge on job.
  • Invested in continued professional growth by attending industry conferences and seeking out advanced training opportunities in field.

Education

Some College (No Degree) - Licensed Practical Nurse

ECPI
Newport News, VA

Skills

  • Data Collection/Data Entry/Medical terminology knowledge
  • Administrative Support/Scheduling/Filing/Recordkeeping strengths/Microsoft Outlook/Microsoft Excel/Microsoft PowerPoint
  • Technical Support/Multi-line phone talent/Sales closing
  • Critical Thinking/Conflict Resolution

Timeline

Customer Service Representative

Verizon
11.2020 - 12.2023

Customer Service Representative

Live Opps
10.2020 - Current

Heater Bar

Newport News Shipbuilding
04.2018 - 09.2020

Some College (No Degree) - Licensed Practical Nurse

ECPI
CRYSTAL PARHAM