Ernnessa Harkless

Customer Service Representative

Thaxton Investments And Credit Central, LLC

02.2004 - 11.2014

Handled customer inquiries and suggestions courteously and professionally.
Updated account information to maintain customer records.
Answered customer telephone calls promptly to avoid on-hold wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Confirmed appointments, communicated with clients, and updated client records.
Responded to inquiries from callers seeking information.
Resolved customer problems and complaints.
Corresponded with clients through email, telephone, or postal mail.
Managed multiple tasks and met time-sensitive deadlines.
Provided clerical support to company employees by copying, faxing, and filing documents.
Restocked supplies and submitted purchase orders to maintain stock levels.
Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Operated multi-line telephone system to answer and direct high volume of calls.
Collected cash and check payments, processed transactions and updated relevant records.
Collected and distributed messages to team members and managers to support open communication and high customer service.
Sorted, received, and distributed mail correspondence between departments and personnel.
Compiled information from files and research to satisfy information requests.
Helped office staff prepare reports and presentations for internal or client-related use.
Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
Maintained and prepared income tax returns for new and existing customers.