Chipo Chinomona
Customer Service Representative
Frisco,TX
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
18
18
years of professional experience
1
1
Certification
1
1
Language
Work History
Customer Service Representative (Remote)
Addecco/ Radial
02.2020 - 07.2024
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
- Resolved problems, improved operations and provided exceptional service
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Used Microsoft Word and other software tools to create documents and other communications
- Collaborated with team members to achieve target results
- Used coordination and planning skills to achieve results according to schedule
- Created plans and communicated deadlines to complete projects on time
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Maintained excellent attendance record, consistently arriving to work on time
- Prepared variety of different written communications, reports and documents
Sales Representative/Customer Service
American Service Pets
01.2015 - 12.2019
- Lead generation through identifying potential customers through research and outreach
- Creating and engaging presentations to showcase products
- Building and maintaining relationships with clients for repeat business
- Responded to customer requests for products, services and company information
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Conducted market research to identify new business opportunities and target potential clients
- Negotiated contracts and pricing to maximize revenue and meet customer needs
- Collaborated with marketing teams to develop effective promotional strategies
- Assisted customers in selecting products, leading to a percentage increase in customer satisfaction
- Participated in training new sales staff on product knowledge and sales techniques
Customer Retention Specialist
Varsity Tutors
01.2011 - 12.2014
- Placing outbound phone calls to customers to understand renewal blockers and product dissatisfaction
- Taking ownership of all customer concerns and proactively follow through to resolution
- Ensuring all customer concerns are investigated and resolved with minimal escalation
- Ability to make independent decisions to resolve customers' needs
- Delivering unparalleled customer service through communication with customers, internal departments and stakeholders, and senior management
- Negotiating directly with customers on existing barriers to adoption and develop plans to resolve outstanding pain points
- Document and case customer interactions and adhere to agreed standards of quality of 85% or above
- Analyzing multiple data points to categorize issue drivers, complete trend analysis, and identify changes that will identify opportunities to improve customer retention and churn
- Working closely with Support to work through customer escalations, close gaps, and improve the customer experience provided
- Identifying content that will fulfill customer adoption needs
- Working in partnership with the Churn Prevention Team on customer retention problem-solving, best practices, and solutions
- Updating Salesforce with detailed cases and notes on activities completed
Customer Service Representative
Sitel
02.2006 - 12.2010
- Offered advice and assistance to customers, paying attention to special needs or wants, managed over 50 customer calls per day
- Provided primary customer support to internal and external customers
- Responded to customer requests for products, services, and company information
- Developed customer service policies and procedures to meet and exceed industry service standards
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Solved problems with products and services by providing customers with technical support
- Handled billing and payment issues following guidelines, resolving disputes properly
- Educated customers about billing, payment processing and support policies and procedures
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives, Increased sales by 10%
- Trained new personnel regarding company operations, policies and services
- Investigated and resolved accounting, service and delivery concerns
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Identified opportunities for process improvement based on common customer inquiries or pain points
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Upsold additional products or services to customers based on their needs and preferences
Education
Bachelor's degree - Sales & Marketing
University of South Africa
01.2001 - 11 2005
Skills
Market Research
Salesforce
CRM Software
Technical Support
Negotiation
E-Commerce
Business Development
Pricing
Phone etiquette
Multi-line phone systems
Certification
Driver's License
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative (Remote)
Addecco/ Radial
02.2020 - 07.2024
Sales Representative/Customer Service
American Service Pets
01.2015 - 12.2019
Customer Retention Specialist
Varsity Tutors
01.2011 - 12.2014
Customer Service Representative
Sitel
02.2006 - 12.2010
Bachelor's degree - Sales & Marketing
University of South Africa
01.2001 - 11 2005