Fertilla Mitchell
Cedartown,GA
Summary
Talented Work From Home Customer Service Agent with positive personality and expertise in handling wide-ranging customer needs. Satisfies and retains customers with upbeat management of complaints, questions, and concerns. Focused on turning dissatisfaction into life-long loyalty. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Online Reseller/Shop Owner
UniqueFinds4u
Cedartown, GA
02.2019 - 04.2022
- Created online store presence through website design, content management and SEO optimization.
- Developed and maintained relationships with vendors to ensure product availability for customers.
- Provided customer service support via email, phone and live chat.
- Managed inventory levels to ensure timely delivery of orders.
- Resolved customer inquiries and complaints in a timely manner.
- Negotiated pricing terms with manufacturers for bulk purchases of merchandise.
- Processed credit card payments using secure payment gateways.
- Ensured compliance with local laws related to selling products online.
- Responded promptly to customer inquiries regarding order status updates.
- Maintained high feedback ratings from customers by responding quickly to questions and problems.
- Calculated total purchase amounts, taxes and shipping costs for new products.
Work-at-Home Customer Service For Sprint Cellular
Sykes.com
Denver, CO
05.2016 - 07.2018
- Increased revenue by offering additional products and services
- Followed up with customers experiencing ongoing issues to offer additional support
- Fielded complaints and inquiries from established customers
- Processed payments and issued information about deliveries or other follow-up actions
- Troubleshoot technical problems with web or mobile tools and company services
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans.
Security Site Supervisor
Allied Universal
Roswell, GA
01.2014 - 04.2017
- Coordinated employee schedules to verify proper shift coverage for Grady Hospital facilities
- Prepared thorough reports detailing daily activities and irregularities such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences
- Maintained optimal guest security standards by overseeing work of 10 on-site security staff
- Addressed or escalated personnel issues, such as payroll errors, employee complaints, or other concerns
- Increased efficiency and quality of security service delivery by analyzing and correcting daily operations issues.
Work from Home Customer Service Agent for Home Shopping Network
Alorica.com
Irvine, CA
02.2013 - 05.2015
- Met inbound customer needs while maintaining strict performance targets
- Sold products to customers during routine service calls using strong cross-selling abilities
- Increased revenue by offering additional products and services
- Fielded high-volume telephone inquiries about HSN products and services
- Connected with customers effectively through high-energy and upbeat sales and conversational tactics
- Assisted customers with orders for products currently showing on The Home Shopping Network.
Work from Home Customer Service Agent /Lead Generator
Alorica.comSykes.comMorex Marketing Group LLC
Pomona, NY
08.2008 - 06.2010
- Answered inbound calls from new and expecting parents
- Offered parents services and free gifts new and expecting parents may find useful
- Met inbound customer needs while maintaining strict performance targets
- Increased revenue by offering additional products and services
- Processed payments and issued information about deliveries or other follow-up actions
- Sold products to customers during routine service calls using strong cross-selling abilities
- Completed inquiries and followed up with customers to share findings and offer solutions.
Education
Skills
- Inbound call handling
- Inbound call management
- Complaint resolution
- Account updates
- Multitasking
- Quality assurance
- Written communication
- Self Motivation
- Decision-Making
- Written Communication
- Lead Generation
- Brand Development
- Excellent Communication
- Problem-Solving
- Teamwork and Collaboration
- Shipment Preparation
- Professionalism
- Time management abilities
- Online Advertising
- Payment Processing
- Order Fulfillment
- Facebook Marketplace
- Shipping
- Customer Engagement
- Vendor Engagement
- Online Platforms
Affiliations
- Content Creating
- Learning new Technology Skills
- Reaching Goals
Timeline
Online Reseller/Shop Owner
UniqueFinds4u
02.2019 - 04.2022
Work-at-Home Customer Service For Sprint Cellular
Sykes.com
05.2016 - 07.2018
Security Site Supervisor
Allied Universal
01.2014 - 04.2017
Work from Home Customer Service Agent for Home Shopping Network
Alorica.com
02.2013 - 05.2015
Work from Home Customer Service Agent /Lead Generator
Alorica.comSykes.comMorex Marketing Group LLC
08.2008 - 06.2010
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