Evelean Courville
Wewoka,Ok
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Experienced Customer Service Representative with 6+ years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Experience managing inbound and outbound calls, along with customer emails and live chats. Diligent trainer and mentor for new remote employees.
Overview
11
11
years of professional experience
Work History
Manager
Security Finance
09.2022 - Current
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Managed and motivated employees to be productive and engaged in work.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Representative
Amazon
10.2019 - 04.2022
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted customers by chat and by phone.
Customer Service Representative
Sitel
05.2015 - 01.2018
- Documented and detailed calls and complaints using call center's CRM database.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Identified and resolved discrepancies and errors in customer accounts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Addressed customer account discrepancies and concerns.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Assisted customers by email, phone and chat.
Education
High School Diploma -
Abbeville High School
Abbeville, LASkills
- Marketing
- Time management
- Verbal and written communication
- Staff training and development
- Shift scheduling
- Budget control
- Cross-functional teamwork
- Inventory management
- Business administration
- Schedule preparation
- Goal setting
- Clear communication
- Decision-making
- Relationship building
- Task delegation
- Conflict resolution
- Expectation setting
- Employee onboarding
- Customer service
- Policy implementation
- Performance evaluations
- Expense tracking
- Coaching and mentoring
- Work prioritization
- Documentation and reporting
- Account updating
- Quality assurance
- Call center customer service
- Active listening
- Telephone etiquette
- Written and oral communication
- LiveChat
- Script adherence
Timeline
Manager
Security Finance
09.2022 - Current
Customer Service Representative
Amazon
10.2019 - 04.2022
Customer Service Representative
Sitel
05.2015 - 01.2018
High School Diploma -
Abbeville High School