Flora Spinks
Durham,NC
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty, particularly at Legacy Flooring LW LLC. Skilled in active listening and critical thinking, adept at resolving high-stress situations and boosting repeat business. Demonstrates exceptional computer proficiency and professional telephone demeanor, contributing to significant team productivity improvements.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Legacy Flooring LW LLC
06.2015 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Data Service Solutions LLC
11.2012 - 04.2015
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
Call Center Representative
ARS / Rescue Rooter
10.2011 - 10.2012
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Strengthened customer loyalty through empathetic listening and understanding individual requirements.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Set up appointments with interested customers according to schedule availability.
- Educated customers on product and service benefits, explaining features and answering questions.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Overcame objections using friendly, persuasive strategies.
Lab Assistant
Duke Medical Center
03.2005 - 01.2012
- Maintained safe, tidy and organized laboratory environment for accurate test results.
- Adhered to laboratory safety procedures to maintain compliance with quality control standards.
- Enhanced laboratory efficiency by maintaining and organizing equipment, supplies, and samples.
Education
Bachelor of Arts - Drama
North Carolina Central University
Durham, NC05-1986
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Professional telephone demeanor
- Scheduling
- Follow-up skills
Timeline
Customer Service Representative
Legacy Flooring LW LLC
06.2015 - 01.2025
Customer Service Representative
Data Service Solutions LLC
11.2012 - 04.2015
Call Center Representative
ARS / Rescue Rooter
10.2011 - 10.2012
Lab Assistant
Duke Medical Center
03.2005 - 01.2012
Bachelor of Arts - Drama
North Carolina Central University
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