Ebony Tunstall
Tappahannock,VA
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Contact Center Specialist
Call Federal Credit Union
Richmond, VA
02.2022 - Current
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Worked closely with other departments to ensure optimal service quality was delivered.
- Offered resolutions to de-escalate calls and solve customer issues.
- Maintained a high level of product knowledge to answer questions quickly and accurately.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided excellent service by responding promptly to telephone calls, emails and chats from customers.
- Processed orders, forms, applications and requests while complying with regulations and policies.
Customer Success Specialist
Wells Fargo
Richmond, VA
05.2020 - 12.2021
- Developed innovative ways to increase customer satisfaction levels by implementing new processes.
- Developed strong customer relationships to encourage repeat business.
- Responded promptly to all incoming inquiries from clients regarding product information or support requests.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Bartender
Red Lobster Restaurant
Richmond, VA
10.2017 - 05.2020
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Managed accurate bar tabs and processed cash and credit card transactions.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Followed safety protocols while handling sharp tools or dangerous chemicals.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Organized storeroom inventory of supplies such as cups, napkins, straws.
Assistant Manager
Payless Shoe Store
Petersburg, VA
05.2015 - 10.2017
- Communicated regularly with customers to gain insights into their needs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Recruited and trained new employees to meet job requirements.
- Supervised daily operations including scheduling shifts, assigning duties.
- Collaborated with management on developing strategic plans for achieving business goals.
- Resolved conflicts between team members in an effective manner.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
Server
Kickback Jack's
Richmond, VA
03.2017 - 07.2017
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Addressed complaints to kitchen staff and served replacement items.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Set up tables in between patrons to reduce wait times.
- Collaborated with kitchen staff to ensure timely preparation and delivery of orders.
- Greeted customers, answered questions and recommended specials to increase profits.
- Stayed informed about daily specials, new menu items, promotions.
- Trained new employees on restaurant procedures and plating techniques.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
Education
Some College (No Degree) -
University of Mary Washington
Fredericksburg, VASome College (No Degree) -
Virginia State University
Petersburg, VASome College (No Degree) -
Rappahannock Community College
Warsaw, VAHigh School Diploma -
Essex High School
Tappahannock, VASkills
- Call handling
- Script adherence
- Account updating
- Customer service optimization
- Quality assurance controls
- System documentation
- Call center operations
- Payment processing
- Sales expertise
- Product & service expertise
- Quality assurance optimization
- Problem-solving skills
- Cash handling
Certification
Licenses & certifications
- Project Execution: Running the Project : Credential ID ZBUDVXYZ9LQJ Jan2023
- Project Planning: Putting It All Together : Credential ID HCSFCG5HBDQn Nov 2022
- Foundations of Project Management :Credential ID BHTXKR6TSQXB Aug2022
- Project Initiation: Starting a Successful Project : Credential ID TULDPCFC4JZD Aug2022
- Technical Support Fundamentals : Credential ID U3ST595TM6HY Jul 2022
References
References available upon request.
Timeline
Contact Center Specialist
Call Federal Credit Union
02.2022 - Current
Customer Success Specialist
Wells Fargo
05.2020 - 12.2021
Bartender
Red Lobster Restaurant
10.2017 - 05.2020
Server
Kickback Jack's
03.2017 - 07.2017
Assistant Manager
Payless Shoe Store
05.2015 - 10.2017
Some College (No Degree) -
University of Mary Washington
Some College (No Degree) -
Virginia State University
Some College (No Degree) -
Rappahannock Community College
High School Diploma -
Essex High School
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