Elisha Gilmore
Customer Service Representative
Victoria,United States
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Senior Sales Development Representative with extensive experience driving client acquisition and growth through strategic B2B outbound campaigns. Adept at utilizing CRM tools, resolving client inquiries, and fostering strong relationships to ensure smooth transitions and high satisfaction. Proven track record in enhancing client engagement and achieving consistent meeting targets.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Sutherland
01.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Senior Sales Development Representative
Saleshive
06.2023 - 01.2025
- Developed strong relationships with key accounts, resulting in long-term partnerships and increased revenue.
- Led cross-functional teams on complex deals, ensuring seamless coordination between internal stakeholders throughout the sales cycle.
- Exceeded quarterly quotas consistently by proactively managing pipeline and maintaining a disciplined approach to prospecting efforts.
- Implemented new CRM system, enhancing data accuracy and enabling better tracking of sales activities.
- Optimized email templates for cold outreach, increasing response rates and engagement from prospective clients.
Fraud Analyst
PSCU
01.2023 - 06.2023
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
Customer Service Representative
Onesupport
05.2021 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Data Analysis and Reporting
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Multichannel Support (Email and Outbound Calls)
Data Processing Customer Service Representative
Harte Hanks
02.2021 - 04.2021
- Developed comprehensive understanding of company products, services, and policies to better assist customers.
- Participated in departmental meetings to discuss strategies for improving efficiency and enhancing the overall customer experience.
- Assisted in training new hires on department-specific software applications and standard operating procedures.
- Enhanced customer satisfaction by efficiently processing and resolving data-related issues.
- Troubleshot technical issues related to data processing software applications to ensure smooth operations at all times.
Customer Service Representative
OneSupport
06.2020 - 01.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Sales Manager
Rent A Center Warehouse & Retail Store
05.2018 - 05.2020
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
Cashier Floor Supervisor
Ross Dress for Less
04.2018 - 05.2018
- Developed strong relationships with customers, fostering loyalty and repeat business opportunities.
- Maintained a clean, organized, and well-stocked checkout area for optimal customer experience.
- Enhanced customer satisfaction by providing efficient and accurate transactions.
- Assisted in loss prevention efforts by monitoring inventory levels and addressing potential theft incidents.
Lead Packer
Berry Plastics
02.2014 - 08.2017
- Maximized space utilization within the warehouse through strategic planning and organization of packed goods ready for shipment.
- Established quality control measures to ensure accurate and consistent packing of products, preventing returns and complaints from customers.
- Collaborated with cross-functional departments to address operational challenges, enhancing overall efficiency within the company.
- Implemented cost-saving measures in the packing process, reducing material waste while maintaining high-quality standards.
- Led a highly motivated team of packers towards achieving daily targets while fostering a positive work culture.
- Managed time-sensitive packing orders with precision and attention to detail, ensuring the timely dispatch of products in line with customer expectations.
Assistant Manager
BonWorth
09.2010 - 01.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
Customer Service Representative
Spherion
11.2007 - 09.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Lead Packer
Berry Plastics
02.2004 - 05.2007
- Maximized space utilization within the warehouse through strategic planning and organization of packed goods ready for shipment.
- Established quality control measures to ensure accurate and consistent packing of products, preventing returns and complaints from customers.
- Collaborated with cross-functional departments to address operational challenges, enhancing overall efficiency within the company.
- Led a highly motivated team of packers towards achieving daily targets while fostering a positive work culture.
- Implemented cost-saving measures in the packing process, reducing material waste while maintaining high-quality standards.
- Managed time-sensitive packing orders with precision and attention to detail, ensuring the timely dispatch of products in line with customer expectations.
- Conducted regular performance evaluations for team members, facilitating their professional growth and development within the organization.
Education
BACHELOR'S - BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP
American Intercontinental University
Schaumburg, IL03.2021
ASSOCIATES - ADMINISTRATION OF ARTS IN BUSINESS
American InterContinental University-Online
Schaumburg, IL09.2019
Skills
- Word Processing
- Customer service
- Active listening
- Data entry
- Critical thinking
- Data Entry
- Front Desk
- Sales
- Cold Calling
- Microsoft Word
- Information Management
- Inventory Management
- Customer Service
- Marketing
- Sales Management
- Customer support
- Technical Support
- Customer relations
- Call center experience
- Microsoft Excel
- Microsoft outlook
- Scheduling
- Microsoft Office Suite
- Data collection
- Customer relationship management (CRM)
- Technical support
- Dispute resolution
- Spreadsheets
- Escalation management
- CRM software
Accomplishments
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Service Representative
Sutherland
01.2025 - Current
Senior Sales Development Representative
Saleshive
06.2023 - 01.2025
Fraud Analyst
PSCU
01.2023 - 06.2023
Customer Service Representative
Onesupport
05.2021 - 01.2023
Data Processing Customer Service Representative
Harte Hanks
02.2021 - 04.2021
Customer Service Representative
OneSupport
06.2020 - 01.2021
Sales Manager
Rent A Center Warehouse & Retail Store
05.2018 - 05.2020
Cashier Floor Supervisor
Ross Dress for Less
04.2018 - 05.2018
Lead Packer
Berry Plastics
02.2014 - 08.2017
Assistant Manager
BonWorth
09.2010 - 01.2014
Customer Service Representative
Spherion
11.2007 - 09.2010
Lead Packer
Berry Plastics
02.2004 - 05.2007
ASSOCIATES - ADMINISTRATION OF ARTS IN BUSINESS
American InterContinental University-Online
BACHELOR'S - BUSINESS ADMINISTRATION AND ENTREPRENEURSHIP
American Intercontinental University
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