Daquana Cotton
Fort Worth,TX
Summary
Caring and friendly customer service professional with experience in consumer retail and B2B settings. Excited about the prospect of working with AMP Corporation to improve the customer experience and increase retention through quick resolution of any customer concerns.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Chanel
01.2020 - 11.2024
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Grew existing customer accounts by 28% through exceptional customer service and effective sales techniques
- Actively maintained and updated customer accounts in HubSpot without error
- Quickly triaged incoming calls and escalated calls when necessary, reducing the average time to resolution by 18%
- Actively worked to display a courteous and emphatic attitude to customer resulting in a net promoter score over 50
- Developed customer service policies and procedures to meet and exceed industry service standards
- Investigated and resolved customer inquiries and complaints quickly
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Educated customers about billing, payment processing and support policies and procedures
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Answered constant flow of customer calls with minimal wait times
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Updated account information to maintain customer records.
Customer Service Representative
Premiere Response
01.2017 - 12.2019
- Promptly handled an average of 85 customer inquiries and complaints per day with a 97% customer satisfaction rate
- Maintained a knowledge base of the evolving product offerings and improved customer retention by 8% by proactively recommending new products to existing customers
- Thoroughly documented customer interactions to reduce on-boarding when new customer service representatives interact with customers
- Maintained up-to-date customer records in HubSpot CRM while interacting with customers across email, phone, and social media
- Increased average customer order size for new customers by 15% by quickly understanding their needs and recommending the right product offerings
Education
DIPLOMA -
EASTERN HILLS HIGH SCHOOL
Rutgers University
Skills
- CRM (HubSpot)
- NPS
- Customer retention
- Customer satisfaction
- Empathetic
- Courteous
- Detail oriented
- Microsoft Excel
- Social media (Twitter, Instagram)
- Problem solving
- Paperwork Processing
- Scheduling
- Account Updating
- Consultative Sales
- Call Management
- Data Collection
- Retail Store Support
Timeline
Customer Service Representative
Chanel
01.2020 - 11.2024
Customer Service Representative
Premiere Response
01.2017 - 12.2019
DIPLOMA -
EASTERN HILLS HIGH SCHOOL
Rutgers University