Delores Skinner
Bryan,TX
Summary
Customer-focused professional with 7 plus years of experience delivering exceptional customer service. Proven track record of effectively resolving inquiries, handling complaints, and ensuring customer satisfaction. Skilled at utilizing communication and problem-solving abilities to interact positively with customers. Strong multitasker, capable of managing high call volumes and maintaining a high level of professionalism. Eager to contribute my customer service skills to enhance the reputation and success of the organization while continuously improving the customer experience.
Overview
8
8
years of professional experience
Work History
School Bus Driver
College Station Independent School District
College Station, TX
08.2022 - Current
- Perform pre-trip inspections of the bus according to established procedures.
- Transport students to school in a timely manner while keeping assigned route schedule.
- Develop positive relationships with students through friendly interactions.
- Monitor student behavior on the bus and enforced rules consistently.
- Maintain accurate records of attendance, mileage, and other data related to routes.
- Promote good public relations by responding courteously to inquiries from parents or members of the community.
Customer Service Representative
Insight Global
College Station
12.2021 - 05.2022
- Pennymac CSR for 6 months on a remote temporary assignment
- Provided customer support through multiple channels (phone, email, live chat) by addressing inquiries, resolving issues, and providing product information
- Maintained a customer satisfaction rate of over 95% by utilizing strong problem-solving skills and attentive communication
- Handled escalated customer concerns and complaints, effectively resolving issues in a prompt and satisfactory manner.
- Collaborated with sales team to identify cross-selling and upselling opportunities, leading to increased revenue.
- Maintained detailed records of customer interactions, transactions and comments for future reference in CRM system
Account Resolution Specialist/CSR
Mr. Cooper
College Station
10.2016 - 08.2021
- Handled both inbound and outbound calls specific to government loans
- Processed payments from customers for outstanding accounts receivable balances.
- Negotiated payment plans with customers to satisfy delinquent accounts.
- Monitored accounts to identify any additional delinquencies or changes in status.
- Assisted in the development of collection strategies for overdue accounts.
- Maintained accurate and detailed records of customer interactions on every call in the CRM system
- Achieved consistent customer satisfaction rate of over 95% through effective problem-solving communication
- Maintained first call resolution quotas, QA scoring requirements, call handle time and monthly call volume per metrics system.
Education
Associate of Applied Science in Office Professional -
Kilgore College
05.2016
Skills
- Call Center Customer Service
- Excellent verbal and written communication skills
- Strong problem-solving and conflict resolution abilities
- Ability to remain calm and patient in high-pressure situations
- Strong active listening skills and empathy for customer needs
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Proficient in customer relationship management (CRM) software
- Critical Thinking and Call Control skills
- Quality Assurance
- Payment Processing
Websites
Accomplishments
Certified Microsoft Office Specialist
Timeline
School Bus Driver
College Station Independent School District
08.2022 - Current
Customer Service Representative
Insight Global
12.2021 - 05.2022
Account Resolution Specialist/CSR
Mr. Cooper
10.2016 - 08.2021
Associate of Applied Science in Office Professional -
Kilgore College