Summary
Overview
Work History
Education
Skills
Willingtorelocate
Personal Information
References
Timeline
Generic

Ebony Koonce

Winston-Salem,NC

Summary

Highly productive and efficient Customer Care Advocate with a talent for resolving conflicts, communicating effectively, and managing customer relationships. Expertise in active listening, empathy, and problem-solving to drive customer satisfaction and foster loyalty. Committed to delivering exceptional service and support in every interaction.

Overview

12
12
years of professional experience

Work History

Customer Care Advocate (Hybrid)

PepsiCo
Winston-Salem, US
07.2023 - Current
  • Interact empathetically with customers and field personnel in a call center environment via phone and email in response to equipment malfunctions and service requests
  • Gather and validate customer/equipment information and determine the issue by analyzing the symptoms
  • Diagnose and resolve equipment issues, providing troubleshoot steps using diagnostic tools
  • Research and document service related issues, escalations, and missed commitments and deliver seamless communication to ensure resolution
  • Follow standardized procedures to deliver customer service and first call resolution
  • De-escalation of callers as needed

Key Holder/Sales Lead

Dollar General
Winston-Salem, US
06.2023 - 09.2023
  • Executed store opening and closing adhering to company policies
  • Provided customer service including cashiering, merchandising and restocking shelves.
  • Enhanced customer satisfaction by guiding through product choices
  • Ensured employees' adherence to service quality standards through clear guidance
  • Organized backroom storage areas to maximize efficiency of space utilization.
  • Reconciled daily sales receipts against cash drawer for accuracy.

Personal Shopper

Walmart
Pfafftown, US
08.2022 - 05.2023
  • Shop and prepare customer orders
  • Take customers and drivers orders in a timely manner
  • Prep backroom for incoming orders
  • Problem solve customer issues

Receptionist

Franciscan Community Center
New York, US
07.2021 - 05.2022
  • Maintain multi-line phone system
  • Relay messages and provide clients information as appropriate
  • Maintain client records, payments and schedules via Outlook Calendar
  • Run sandwich line and Pantry for clients

Residential Aid

Bronx Parent Housing Network
Bronx, US
01.2020 - 07.2021
  • Worked closely with Program Director to upkeep and maintain facility logs
  • Safeguard and organize client files
  • Place orders and maintain site office inventory
  • Conduct building rounds and assist in fire drills
  • Assist case managers with unit inspections
  • Maintain multi-line phone system

Crew Member

Trader Joe's
New York, US
10.2017 - 07.2019
  • Worked in a fast paced environment
  • Greeted customers
  • Operated the cash register
  • Took phone calls
  • Kept stock of products
  • Restocked merchandise
  • Maintained a positive relationship with coworkers
  • Assisted order produce writer
  • Received and broke pallets

Digital Merchandise Assistant

MACYS Inc / Bloomingdales
New York, US
06.2015 - 09.2017
  • Provide operational support to our Digital Merchant and Omni Buying teams through data entry, administrative support and acting as a point of contact for our Vendor community
  • Maintain vendor contact information, and being a point person for selling information
  • Responsible for of all data entry responsibilities and data maintenance including vendor trackers for Digital and Omni Merchants
  • Create and generate excel spreadsheets and reports that assist in the recapping of overall business

Event Specialist

ASM
Winston-Salem, US
10.2012 - 07.2013
  • Proactively sold product to customers, increasing sales significantly
  • Enthusiastically engaged customers and created brand awareness by thoroughly explaining and demonstrating products
  • Efficiently set up and broke down demonstration areas

Education

Business Skills -

Grace Institute
07.2015

High school diploma or GED - Cosmetology

Jane Addams High School For Academic Careers
Bronx
06.2003

Skills

  • Dispute Resolution
  • Call center experience
  • Customer Service
  • Inbound Customer Service
  • Email correspondence
  • Persuasion techniques
  • Data entry proficiency

Willingtorelocate

  • Winston-Salem, NC
  • Greensboro, NC

Personal Information

Authorized To Work: US for any employer

References

References available upon request.

Timeline

Customer Care Advocate (Hybrid)

PepsiCo
07.2023 - Current

Key Holder/Sales Lead

Dollar General
06.2023 - 09.2023

Personal Shopper

Walmart
08.2022 - 05.2023

Receptionist

Franciscan Community Center
07.2021 - 05.2022

Residential Aid

Bronx Parent Housing Network
01.2020 - 07.2021

Crew Member

Trader Joe's
10.2017 - 07.2019

Digital Merchandise Assistant

MACYS Inc / Bloomingdales
06.2015 - 09.2017

Event Specialist

ASM
10.2012 - 07.2013

Business Skills -

Grace Institute

High school diploma or GED - Cosmetology

Jane Addams High School For Academic Careers

Similar Profiles

CREATE PROFILE
Ebony Koonce