Darneisha Hussey
Decatur,GA
Summary
Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions. Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Supervisor
Driveline Retail Merchandising
03.2021 - 11.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated staff performance and provided feedback to improve customer service delivery.
Administrative Assistant
American Facility Services
01.2018 - 03.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Assisted development and implementation of new administrative procedures.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Customer Support Specialist
American Greetings
01.2015 - 01.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Multitasked to handle diverse customer needs in high-volume Professional setting, prioritizing tasks to keep up with challenging deadlines.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained and managed customer files and databases.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Served customer account and technical needs across 100+ daily calls, consistently meeting productivity and quality targets.
- Leveraged consultative approach to gather customer details and technical data.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Education
High School Diploma -
Clarkston High School
05.2006
Skills
- Data Entry
- Staff Monitoring
- Marketing
- Performance Evaluations
- HR Support
- Inbound and Outbound Calls
- Call Center Experience
- Payroll Administration
- Organizational Skills
- Microsoft Office Proficiency
Timeline
Customer Service Representative Supervisor
Driveline Retail Merchandising
03.2021 - 11.2023
Administrative Assistant
American Facility Services
01.2018 - 03.2021
Customer Support Specialist
American Greetings
01.2015 - 01.2018
High School Diploma -
Clarkston High School