Erviateen Mascoe
Charleston,SC
Summary
Dynamic customer service professional with a proven track record at Ocean Import Oocl USA Llc, recognized for exceeding performance metrics. Skilled in problem resolution and relationship building, I leverage CRM software and active listening to enhance customer satisfaction and streamline service delivery. Committed to fostering a positive service culture.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Ocean Import Oocl USA Llc
11.2023 - Current
- Assisted customers with inquiries and resolved issues effectively.
- Processed transactions accurately while maintaining high service standards.
- Maintained up-to-date knowledge of products and services for informed customer interactions.
- Utilized CRM software to track customer interactions and ensure follow-up.
- Collaborated with team members to improve service delivery and customer satisfaction.
- Handled escalated concerns with professionalism, ensuring resolution to maintain client trust.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Remote Customer Service Rep.
One Direct Healthcare
01.2017 - 09.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with cross-functional teams to streamline communication processes and improve service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Service Representative
BayCare
05.2014 - 01.2017
- Assisted customers with inquiries and resolved issues effectively.
- Processed transactions accurately while maintaining high service standards.
- Maintained up-to-date knowledge of products and services for informed customer interactions.
- Utilized CRM software to track customer interactions and ensure follow-up.
- Collaborated with team members to improve service delivery and customer satisfaction.
- Handled escalated concerns with professionalism, ensuring resolution to maintain client trust.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Associate of Science - Management in Hospitality
Trident Technical College
Charleston, South Carolina, SC05.2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
Timeline
Customer Service Representative
Ocean Import Oocl USA Llc
11.2023 - Current
Remote Customer Service Rep.
One Direct Healthcare
01.2017 - 09.2023
Customer Service Representative
BayCare
05.2014 - 01.2017
Associate of Science - Management in Hospitality
Trident Technical College