Ebun Catherine Horton-Caulker
Pendleton,SC
Summary
Customer Service Representative with over 20 years of experience, 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, and providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Team player trained in Laboratory procedures, insurance underwriting, and inventory management. Proficient in customer service best practices and related options. Hardworking and passionate job seeker with strong organizational skills eager to secure a great position. Ready to help team achieve company goals.
Overview
32
32
years of professional experience
Work History
Call Center Specialist
Direct Interactions
09.2021 - Current
- Responds to customer requests for products, services and company information.
- Delivers exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Receives multiple positive reviews acknowledging dedication to excellent customer service.
- Recommends products to customers, thoroughly explaining details.
- Fields customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Helps large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrates high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Achieves high satisfaction rating through proactive one-call resolutions of customer issues.
Customer Service Associate/Cashier
Lowe's Home Improvement
04.2022 - 07.2023
- Helps large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintains customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informs customers about special promotions and provided detailed information for various products.
- Develops and actualizes customer service initiatives to decrease wait times.
- Assist the customer with checking out and paying for their merchandise, to ensure an overall pleasant experience, thus creating repeat customers.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Customer Service/Training Coordinator
Waffle House Inc
04.1996 - 07.2021
- Helped large volume of customers every day with positive attitude and focused on customer satisfaction.
- Cultivated warm relationships with regular customers.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Arranged and prepared tables for customers to offer memorable experiences to the guests and foster repeat business.
- Handled guest complaints positively and offered appreciation tokens to build customer loyalty.
Student Service Representative
Georgia Perimeter
02.2013 - 07.2013
- Oversaw peer mentor program providing direct assistance to school students.
- Confirmed class schedules with instructors and distributed current details to faculty and staff.
- Served diverse student needs by collaborating closely with academics, sales and support personnel.
- Managed data entry of student information and maintained updated records.
- Answered questions from patrons and helped to find desired materials.
- Maintained circulation desk for lending periodicals and books to patrons.
- Answered patron questions in-person or by phone regarding library services and resources.
Laboratory Assistant
Emory University School Of Medicine
07.1998 - 01.2004
- Obtained samples for testing by following standard protocols.
- Maintained documentation on tests performed in lab.
- Prepared, embedded, cut, stained, mounted, labeled and catalogued tissue sections.
- Conducted chemical analyses using different equipments and recorded results in computer.
- Maintained safe, tidy and organized laboratory environment for accurate test results.
- Performed testing and quality control using approved laboratory procedures and instrumentation.
- Prepared reagents, media and solutions to use for laboratory testing and analysis.
- Oversaw items in inventory and reordered before supplies diminished.
- Employed sterile techniques in lab procedures.
Underwriting Officer/Customer Service Representative
Aureol Insurance Company
03.1991 - 09.1995
- Built strong relationships with lenders, brokers and clients for constructive communications.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Evaluated applications to determine insurance coverage and appropriate risk classifications.
- Negotiated terms and conditions of coverage with clients to acquire maximum profitability.
- Met with customers, agents and brokers to negotiate coverage, price, and service delivery.
- Promoted company brand and unique offerings through personalized customer service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Bachelor of Science Degree - Zoology
Fourah Bay College
Freetown, Sierra LeoneNo Degree - Insurance And Risk Management
Chartered Insurance Institute
London, UK01.1993
Skills
- Customer Service
- MS Office and Word proficiency
- Excellent communicator
- Credit Card Payment Processing
- Staff Training
- Customer Relations
- Customer Support
- Customer Relationship Management
- Professional Telephone Demeanor
- Call Center Operations
- Data Entry
- Inbound Customer Calls
- Revenue Generation
- Till Counting and Cashiering
- Quality Assurance
- Customer Communication
- Payment Processing
- Account Maintenance
- Data Gathering and Evaluation
- Quality Control
- Account Management
- Call Volume Analysis
- Training and Development
- Agent Support
- Problem-Solving Skills
- Answering Questions
- Clerical Support
- Sterile Techniques
- Research sample preparation
- Warehouse hand pick packer
- Multitasking
- Proficient in written communication
- Outlook
Timeline
Customer Service Associate/Cashier
Lowe's Home Improvement
04.2022 - 07.2023
Call Center Specialist
Direct Interactions
09.2021 - Current
Student Service Representative
Georgia Perimeter
02.2013 - 07.2013
Laboratory Assistant
Emory University School Of Medicine
07.1998 - 01.2004
Customer Service/Training Coordinator
Waffle House Inc
04.1996 - 07.2021
Underwriting Officer/Customer Service Representative
Aureol Insurance Company
03.1991 - 09.1995
Bachelor of Science Degree - Zoology
Fourah Bay College
No Degree - Insurance And Risk Management
Chartered Insurance Institute
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