Courtney Wright
Sumter,SC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
SAFE Federal Credit Union
Sumter, SC
06.2023 - Current
- Maintained updated knowledge of banking regulations and laws related to consumer protection and fraud prevention.
- Monitored customer accounts for suspicious activity, including large transfers or irregular patterns of behavior.
- Provided customer service and support to clients regarding banking products and services.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Performed special services for customers, ordering bank cards and checks.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Adhered to all company policies when handling calls.
- Answered incoming customer calls regarding products and services, troubleshooting problems, and providing technical support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
Assistant Manager
Sykes Enterprises, Incorporated
Sumter, SC
01.2019 - 06.2023
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Monitored staff performance to ensure adherence to customer service standards.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Recruited and trained new employees to meet job requirements.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
Customer Service Representative
Skyes Enterprises
Sumter, SC
09.2016 - 06.2023
- Listened attentively to customer concerns and provided appropriate solutions within the time limits.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Analyzed customer accounts to identify and resolve disputes.
- Educated customers on the dispute resolution process via telephone or email communication.
Warehouse Picker
Amazon
West Columbia, SC
05.2013 - 09.2016
- Received and processed customer orders for merchandise in a timely manner.
- Utilized hand-held scanners to scan barcodes and enter data into the system.
- Placed products on conveyors for final wrapping and shipment.
- Loaded outgoing orders onto pallets or racks for shipment via truck or conveyor belt system.
- Picked orders accurately and efficiently according to customer requests.
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Achieved productivity and accuracy standards to meet company guidelines.
- Read orders to obtain item numbers and located merchandise in bins or on shelves.
- Scanned items using handheld scanners, ensuring accuracy of data input.
Poultry Processor
Pilgrim Pride
Sumter, SC
06.2009 - 05.2013
- Conducted daily inspections of raw materials before use in production processes.
- Assisted in loading pallets with packaged poultry items for shipment.
- Utilized knives, scissors, and other tools to cut up whole chickens into parts as needed.
- Constructed and filled shipping boxes with finished products.
- Evaluated meat temperatures for safety and quality and kept detailed records of heat statuses.
- Cut and deboned carcasses in marketable pieces such as wings, drumsticks and breasts.
- Adhered strictly to food safety protocols throughout the entire production process.
- Used special knives, tools and equipment to cut, debone and separate meat.
Education
Lakewood High School
06-2003
Skills
- Complaint Resolution
- Inbound and Outbound Calling
- Paperwork Processing
- Consultative Sales
- Product Knowledge
- Team Leadership
Timeline
Customer Service Representative
SAFE Federal Credit Union
06.2023 - Current
Assistant Manager
Sykes Enterprises, Incorporated
01.2019 - 06.2023
Customer Service Representative
Skyes Enterprises
09.2016 - 06.2023
Warehouse Picker
Amazon
05.2013 - 09.2016
Poultry Processor
Pilgrim Pride
06.2009 - 05.2013
Lakewood High School
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