Essence Garvin
Covington,GA
Summary
Dynamic customer service professional with extensive experience at Opticsplanet, excelling in problem-solving and CRM software utilization. Proven track record of enhancing customer satisfaction through effective communication and tailored solutions. Recognized for reliability and teamwork, consistently delivering exceptional support and driving process improvements to elevate the customer experience.
Overview
9
9
years of professional experience
Work History
Customer Resolution Specialist
Opticsplanet
Lithonia, GA
10.2023 - 06.2025
- Resolved customer inquiries through effective communication and product knowledge.
- Facilitated returns and exchanges, ensuring compliance with company policies.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Utilized CRM software to track interactions and manage customer accounts efficiently.
- Analyzed feedback to identify trends and recommend process improvements.
- Maintained up-to-date knowledge of product offerings and promotions to assist customers effectively.
- Enhanced customer satisfaction by promptly addressing and resolving their concerns.
- Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
Tier 2 Customer Service Representative
Walmart.com
Remote
09.2020 - 02.2023
- Resolved customer inquiries through effective communication and problem-solving skills.
- Collaborated with team members to streamline support processes and improve service efficiency.
- Utilized CRM systems to track customer interactions and ensure timely follow-ups.
- Assisted in training new representatives on company policies and customer service techniques.
- Utilized problem-solving skills to address customer complaints.
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Participated in ongoing training sessions to stay updated on industry developments and enhance personal skill set continually.
Customer Experience Sales Floor Associate
Carmax
Norcross, GA
05.2019 - 02.2020
- Assisted customers in vehicle selection and financing options, enhancing overall shopping experience.
- Processed vehicle transactions accurately, ensuring compliance with company policies and procedures.
- Educated customers on product features and benefits, fostering informed purchasing decisions.
- Collaborated with team members to maintain organized sales floor and inventory displays.
- Utilized CRM systems to track customer interactions and streamline communication processes.
- Supported team in achieving sales goals through effective customer engagement strategies.
- Contributed to the achievement of store sales goals through consistent delivery of exceptional customer service.
- Worked closely with management to implement store policies consistently, leading to enhanced operational efficiency.
Senior Vacation Specialist
Bluegreen Vacations
Indianapolis, IN
05.2016 - 08.2018
- Facilitated seamless vacation planning for clients, enhancing overall customer satisfaction.
- Coordinated travel logistics, ensuring timely and accurate reservations across multiple platforms.
- Developed personalized vacation packages, aligning client preferences with available resources.
- Mentored junior staff on customer service best practices and operational procedures.
- Collaborated with cross-functional teams to streamline booking processes and enhance user experience.
- Enhanced customer satisfaction by providing personalized vacation planning services and tailored recommendations.
- Managed complex bookings involving multiple destinations, accommodations, activities, and transportation arrangements.
Education
No Degree - Counseling Psychology
Martin University
Indianapolis, INSkills
Assertiveness
Social media monitoring
CRM software
Teamwork
Teamwork and collaboration
Customer service
Time management
Problem-solving
Calm and professional under pressure
Reliability
Computer skills
Excellent communication
Timeline
Customer Resolution Specialist
Opticsplanet
10.2023 - 06.2025
Tier 2 Customer Service Representative
Walmart.com
09.2020 - 02.2023
Customer Experience Sales Floor Associate
Carmax
05.2019 - 02.2020
Senior Vacation Specialist
Bluegreen Vacations
05.2016 - 08.2018
No Degree - Counseling Psychology
Martin University