Emma Wilson
Summary
Customer Service Representative 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. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Chat Support Representative
Call The Car
09.2021 - 08.2023
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Researched customer inquiries to provide accurate and up-to-date information.
- Handled inbound customer chat conversations from various websites.
Warehouse Coordinator
The AES Corporation
08.2016 - 07.2021
- Verified accuracy of shipping and receiving documents and maintained records.
- Communicated and integrated with other departments to share information and coordinate successfully.
- Helped keep inventory accurate by overseeing daily cycle counts.
- Performed data entry to maintain accurate records of inventory levels and shipping and receiving logs for management reports.
- Coordinated with suppliers on inventory orders to address issues quickly and avoid delays in delivering to consumers.
- Backfilled coordinator work across shifts to maintain adequate coverage for operational needs.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Scheduled shifts and shift changes to accommodate workload and customer needs.
Customer Service Representative
Pacific Business Center
08.2015 - 07.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Detailed payment options and explained price, receipt and billing details to customers.
Education
High School Diploma -
Animo Watts Charter
06.2018
Skills
- Quality Production
- Spreadsheet Tracking
- Inventory Management
- Telephone Etiquette
- Customer Service
- First-Tier Technical Support
- Oracle EnterpriseOne
- Operational Efficiency
- Accounts Payable
- Accounts Receivable
- Livechat Messaging
- Call Center Operations
- High-Volume Environments
- Product and Service Knowledge
- Cloud Applications
- Efficient Data Entry
- Administrative Support
- Trained in Salesforce
- Microsoft Office
- CRM Software
- Zendesk,Slack,G-Suite
- 10 Key Proficiency
Timeline
Chat Support Representative
Call The Car
09.2021 - 08.2023
Warehouse Coordinator
The AES Corporation
08.2016 - 07.2021
Customer Service Representative
Pacific Business Center
08.2015 - 07.2016
High School Diploma -
Animo Watts Charter
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