Cuatiia Cobb
Customer Experience Specialist
Atlanta,GA
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills. Detail-oriented and highly organized, ensuring accuracy in all tasks. Proficient in using customer service software, CRM systems, and Microsoft Office Suite. Ability to work independently and thrive in a remote work environment.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
Work History
Lead Generation Specialist
Coolray Heating and Cooling
Atlanta, Georgia
06.2022 - 05.2023
- Researched and identified potential leads through various sources, including online research, social media, and industry databases
- Conducted outreach campaigns to engage prospects and generate interest in products/services
- Qualified leads based on predetermined criteria and passed them on to the sales team for further follow-up
- Tracked and reported on lead generation metrics, providing insights for process improvement.
Customer Service Representative
Office Depot
Atlanta, Georgia
01.2021 - 06.2022
- Provided excellent customer service via phone, email, and chat, addressing customer inquiries, resolving issues, and ensuring customer satisfaction
- Handled a high volume of customer interactions while maintaining a positive and professional demeanor
- Utilized active listening and empathy to understand customer needs and provide appropriate solutions
- Consistently achieved and exceeded customer service metrics, including response time and customer satisfaction ratings.
Call Center Team Leader
Crimson Tide Ticketing
Tuscaloosa, Alabama
05.2019 - 12.2021
- Led a team of customer service representatives, providing coaching, training, and performance evaluations to ensure team success
- Oversaw daily operations, including call monitoring, escalation handling, and resolution of customer issues
- Analyzed team performance metrics and implemented strategies to improve productivity and customer satisfaction
- Collaborated with cross-functional teams to develop and implement process improvements, resulting in increased efficiency and customer retention.
Inside Sales Representative
Sysco
Tuscaloosa, Alabama
08.2018 - 05.2019
- Prospected and cold-called potential customers to generate leads and drive sales
- Conducted product presentations and demonstrations to showcase features and benefits
- Built and maintained strong customer relationships, ensuring repeat business and customer loyalty
- Collaborated with sales and marketing teams to develop strategies and meet sales targets.
Guest Service Agent
Sonesta Suites
Birmingham, Alabama
08.2017 - 08.2018
- Welcomed and registered guests, ensuring a seamless check-in/check-out process
- Handled guest inquiries, requests, and complaints with professionalism and empathy
- Provided information about hotel amenities, local attractions, and dining options
- Managed reservations, room allocations, and billing processes with attention to detail.
Sales Agent
Jonny Pops - Costco
Atlanta, Georgia
01.2016 - 07.2017
- Proactively approached customers, engaged in consultative selling, and closed sales to meet and exceed targets
- Built and maintained strong customer relationships, providing post-sales support and ensuring customer satisfaction
- Conducted product demonstrations and presentations to highlight features and benefits
- Collaborated with the marketing team to develop sales strategies and promotional campaigns.
Education
Bachelor of Business Administration -
The University of Alabama
Tuscaloosa, AL 08.2017 - Current
Secondary Diploma - General Studies
Greater Atlanta Christian School
Norcross, GA 08.2014 - 05.2017
Skills
Extensive experience in delivering exceptional customer service, resolving customer issues, and exceeding customer expectationsundefined
Additional Information
- Available to work flexible hours, including evenings, weekends, and holidays.
- References available upon request.
Timeline
Lead Generation Specialist
Coolray Heating and Cooling
06.2022 - 05.2023
Customer Service Representative
Office Depot
01.2021 - 06.2022
Call Center Team Leader
Crimson Tide Ticketing
05.2019 - 12.2021
Inside Sales Representative
Sysco
08.2018 - 05.2019
Bachelor of Business Administration -
The University of Alabama
08.2017 - Current
Guest Service Agent
Sonesta Suites
08.2017 - 08.2018
Sales Agent
Jonny Pops - Costco
01.2016 - 07.2017
Secondary Diploma - General Studies
Greater Atlanta Christian School
08.2014 - 05.2017
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