ELIZABETH W. FAPOHUNDA
Atlanta ,GA
Summary
Professional with a BA in International Business and over 6 years of customer service experience, complemented by a year of HR internship. Expertise in recruitment, onboarding, employee engagement, and training support, with a track record of building relationships and resolving conflicts. Demonstrates strong communication and problem-solving skills, contributing to organizational success. Actively seeking to leverage HR knowledge and customer service skills in a dynamic organization.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Customer Service Representative II
CompuCom/BMO Harris
Houston, TX
01.2022 - 03.2024
- Handled a high volume of incoming calls, addressing customer inquiries promptly and effectively.
- Resolved customer complaints with a focus on satisfaction, resulting in a 20% increase in retention.
- Provided product information, troubleshoot issues, and offered solutions to meet customer needs.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Maintained accurate records of customer interactions and provided regular reports to management.
HR Intern
Shaw Health Care
United Kingdom
2022 - 2023
- Assisted in recruitment process by screening resumes and scheduling interviews.
- Supported onboarding initiatives by preparing orientation materials and facilitating training sessions.
- Coordinated employee engagement activities to enhance workplace morale and foster team collaboration.
- Managed HRIS data entry, ensuring accuracy and confidentiality of employee records.
- Developed strong written and verbal communication skills.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Posted job openings, screened resumes and scheduled interviews to fill positions with qualified candidates.
- Assisted human resources and recruiting teams by scheduling phone screens and on-site interviews.
- Maintained relationships with personnel using strong collaboration and teamwork skills.
Senior Customer Service Representative
Stingray Direct
Remote
02.2020 - 12.2021
- Led a team of customer service representatives, providing training and guidance for consistent service delivery.
- Implemented process improvements resulting in a 15% reduction in customer resolution time.
- Conducted customer satisfaction surveys and used feedback for continuous improvement.
- Acted as a liaison between customers and internal departments to streamline communication and problem resolution.
- Exceeded performance targets including call resolution time and customer satisfaction.
Senior Customer Service Operator
Verizon Wireless
Los Angeles, CA
02.2018 - 01.2020
- Demonstrated proficiency in utilizing call center software and exceeded daily and monthly performance targets.
- Led training sessions for new call operators to maintain consistent service quality.
- Collaborated with team members and other departments to resolve escalated issues and improve call center efficiency.
Benefits Customer Service Representative
RANSTAD/AON
Los Angeles, CA
05.2016 - 01.2018
- Responded to inbound phone calls, assisted associates, and ensured effective action was taken.
- Documented all customer inquiries and issues using call tracking system.
- Provided recommendations to enhance processes and procedures and assisted with program implementation.
Front Desk/Customer Service
Hyatt Hotel
Los Angeles, CA
01.2015 - 04.2016
- Greeted and registered guests, handled payments, and promoted hotel services.
- Coordinated room status updates with housekeeping department and performed cashier functions.
Call Center Representative
Wells Fargo
Los Angeles, CA
05.2010 - 12.2014
- Handled outbound calls for lead generation and customer follow-ups.
- Addressed inbound inquiries and resolved technical issues related to products and services.
- Maintained accurate records of customer interactions and participated in team meetings.
Education
Bachelor of Arts - International Business
University of Derby
United Kingdom 07.2022
Bachelor's Degree - Business Administration
California State University
Bakersfield, CA01.2013
Associate's Degree - Economics
Glendale Community College
Glendale, CA01.2011
Associate's Degree - Electronics Technology
Antelope Valley College
Lancaster, CA01.2007
Certificate of Achievement - Automobile Sales Program
Automax Sales Training and Consulting LLC
01.2007
Certificate - Electronics Technology
Antelope Valley College
Lancaster, CA01.2006
Skills
- Excellent communication skills, both verbal and written
- Strong problem-solving abilities and attention to detail
- Proficient in CRM software and Microsoft Office Suite
- Ability to multitask and prioritize in a fast-paced environment
- Strategic Planning & Adaptability
- Cross-Cultural Awareness & Diversity Management
Certification
- Strategic Partnership & Business Strategy Training
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Virtual assistant
Languages
English
Professional Working
Timeline
Customer Service Representative II
CompuCom/BMO Harris
01.2022 - 03.2024
Senior Customer Service Representative
Stingray Direct
02.2020 - 12.2021
Senior Customer Service Operator
Verizon Wireless
02.2018 - 01.2020
Benefits Customer Service Representative
RANSTAD/AON
05.2016 - 01.2018
Front Desk/Customer Service
Hyatt Hotel
01.2015 - 04.2016
Call Center Representative
Wells Fargo
05.2010 - 12.2014
Bachelor's Degree - Business Administration
California State University
Associate's Degree - Economics
Glendale Community College
Associate's Degree - Electronics Technology
Antelope Valley College
Certificate of Achievement - Automobile Sales Program
Automax Sales Training and Consulting LLC
Certificate - Electronics Technology
Antelope Valley College
HR Intern
Shaw Health Care
2022 - 2023
Bachelor of Arts - International Business
University of Derby