Ebony Green
Clearwater,FL
Summary
Dedicated customer service professional with astute call center professionalism, offering polished communication skills. Committed to maintaining professional relationships to increase profitability and drive business results. Brings excellent organizational skills and talent for overcoming objections. Self-motivated and true team player. Delivers excellent customer service by practiced listening and speaking skills. Understands and utilizes sales, merchandising and marketing skills. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Customer service representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Multi-tasking manager well-known for creating positive workplace culture and high-performing teams.
Overview
13
13
years of professional experience
Work History
Customer Service Rep, Licensed Esthetician
Essentials
11.2020 - Current
- Monitored project workflow to maintain project plan and SLAs and communicated adjustments with team members.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Implemented and developed customer service training processes.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided back up for customer service managers.
- Advised clients on proper home-care regimens.
Department Manager
Gap
08.2016 - 09.2021
- Verified quantity and description of materials received by checking merchandise against packing list.
- Recorded information, shortages and discrepancies to keep records current and accurate.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Operated PC and RF-based computer systems for inventory management.
- Simplified shipping and receiving processes for improved workflow.
- Completed daily cycle counts and quarterly inventories and resolved variances to maintain data accuracy.
Customer Service Manager
Winmark
08.2011 - 01.2016
- Developed proactive tools to assist customers and internal support organization.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Wrote and modified SQL queries to collect data for analytics, critical statistics and generate reports.
- Analyzed code to assist support team in finding solutions and workarounds to problems.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
Esthetics — Business
Sunstate Academy
Clearwater, FL2021
High School Diploma -
Millbrook High School
Raleigh, NC2012
Skills
- Order and Refund Processing
- Upselling Products and Services
- Upbeat and Positive Personality
- Customer Account Management
- CRM Software
- Building Customer Trust and Loyalty
- De-escalation Techniques
- Creative Problem Solving
- Customer Data Confidentiality
- Multitasking and Prioritization
- Billing Adjustments and Refunds
- Team-Oriented and Cooperative
- Time Management
- Business Development
Timeline
Customer Service Rep, Licensed Esthetician
Essentials
11.2020 - Current
Department Manager
Gap
08.2016 - 09.2021
Customer Service Manager
Winmark
08.2011 - 01.2016
Esthetics — Business
Sunstate Academy
High School Diploma -
Millbrook High School
Similar Profiles
Laura LenzaLaura Lenza
Customer Service Representative/ Sales at EssentialsCustomer Service Representative/ Sales at Essentials
Joyce AmoahJoyce Amoah
Customer Service Representative at Life Essentials (supplements Essentials For Life)Customer Service Representative at Life Essentials (supplements Essentials For Life)
BARANEE KBARANEE K
Fabric Sourcing Executive at Arvind EssentialsFabric Sourcing Executive at Arvind Essentials
Levi HennesseyLevi Hennessey
Registrar at Mease Countryside Emergency DepartmentRegistrar at Mease Countryside Emergency Department
April ZappaApril Zappa
Patient Care Coordinator /Medical Assistant/Receptionist at Options Medical Weight LossPatient Care Coordinator /Medical Assistant/Receptionist at Options Medical Weight Loss