Dwayna Warren
St.Louis,MO,MO
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Spectrum
05.2022 - 04.2023
- Trained new personnel regarding company operations, policies and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Managed timely and effective replacement of damaged or missing products.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Manager
Church's Chicken
02.2021 - 04.2022
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Customer Service Manager
Pizza Hut
02.2017 - 09.2020
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Education
High School Diploma -
Hazelwood East High School
St.louis, MO05-2017
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Appointment Scheduling
- Order Processing
- Documentation
- Administrative Support
- Data Collection
- Prioritization
- Staff Training
- Technical Support
- Quality Control
- Sales expertise
- Coordination
- Store maintenance
Timeline
Customer Service Representative
Spectrum
05.2022 - 04.2023
Customer Service Manager
Church's Chicken
02.2021 - 04.2022
Customer Service Manager
Pizza Hut
02.2017 - 09.2020
High School Diploma -
Hazelwood East High School
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