Ebbony Clarke-Norales
Youngstown,OH
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Alorica Niles
11.2019 - 02.2021
- 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.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
Cashier
Dollar Tree
05.2019 - 08.2019
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Worked closely with shift manager to solve problems and handle customer concerns.
Customer Service Representative
VXI Global Solutions
07.2014 - 02.2015
- 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.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Outbound Call Center Agent
InfoCision Management Corporation
07.2010 - 06.2011
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Educated customers on offerings and upsold products and services to increase revenue.
- Executed outbound [Type] calls and converted [Number]% of calls into sales.
Education
High School Diploma -
Life Skills Ctr Of Youngstown
Youngstown, OH06.2006
Skills
- Customer Service
- Conflict Resolution
- Managing Multiple Tasks
- Credit Card Payment Processing
- Active Listening
- Problem-Solving Ability
- Professional Telephone Demeanor
- Typing Proficiency
- Calm and Professional Under Pressure
- Computer Proficiency
- Call Center Operations
- Administrative and Office Support
Timeline
Customer Service Representative
Alorica Niles
11.2019 - 02.2021
Cashier
Dollar Tree
05.2019 - 08.2019
Customer Service Representative
VXI Global Solutions
07.2014 - 02.2015
Outbound Call Center Agent
InfoCision Management Corporation
07.2010 - 06.2011
High School Diploma -
Life Skills Ctr Of Youngstown
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