Genise Southern
Whiteville,NC
Overview
9
9
years of professional experience
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands. Detail-oriented professional offering several years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives.
Work History
Direct Support Professional
RHA
11.2025 - Current
- Supported individuals with disabilities in daily living tasks to promote independence and personal growth.
- Assisted in creating and executing tailored care plans to address specific client needs.
- Tracked client development by documenting observations to maintain consistent care and support services.
- Worked with multidisciplinary teams to organize services and improve overall client health.
- Kept patient environments clean, safe, and well-organized.
- Recorded detailed progress notes to monitor client achievements, concerns, or behavioral changes needing attention.
Premier Phone Banker
TRUIST
10.2024 - 08.2025
- Assisted customers with account inquiries and transactions efficiently.
- Provided expert guidance on banking products and services to clients.
- Processed loan applications and mortgage requests with attention to detail.
- Educated customers on digital banking tools and online resources effectively.
- Resolved customer issues by utilizing problem-solving skills and resources.
- Collaborated with team members to enhance customer service strategies.
- Maintained updated knowledge of banking regulations and compliance standards.
- Ensured compliance with company policies and procedures when interacting with customers.
- Provided assistance to customers with inquiries regarding products, services, billing, and technical support.
- Adhered to quality assurance standards while providing excellent customer service experience.
- Processed payments for orders placed over the phone using secure payment systems.
- Assessed customer needs and responded promptly to all requests in a professional manner.
- Analyzed feedback from surveys conducted among existing customers to identify areas of improvement.
- Investigated complaints or concerns raised by customers and provided appropriate solutions.
- Maintained current knowledge of industry trends and developments in order to provide informed advice.
- Verified customer information and updated records in the system accordingly.
- Resolved escalated customer service issues in a timely fashion utilizing problem-solving skills.
- Performed outbound calls to follow-up on customer service issues or market new products and services.
- Participated in team meetings and training sessions to stay abreast of latest changes and updates.
- Greeted customers warmly and established rapport by engaging in friendly conversations.
- Provided complaint resolution through root cause analysis and service recovery to retain existing clients and increase customer satisfaction.
- Boosted customer satisfaction with knowledgeable answers and fast service for diverse needs.
- Researched and resolved complex customer inquiries regarding loans, credit and consumer accounts.
- Empowered customers with knowledge to independently navigate bank systems and online tools to get common answers and process basic transactions.
- Helped customers complete withdrawals, deposits and transfers as well as open new accounts and obtain balance information.
- Maintained and built strong client relationships through quality, personalized interactions.
- Responded promptly to customer queries and complaints to find solutions and diffuse tension.
- Entered new account information into computers and filed related forms and other documents.
- Maintained customer data confidentiality while inputting information into system.
- Executed wire transfers of funds in compliance with banking best practices.
- Identified transaction errors for unbalanced debits and credits.
Customer Care Representative
Randstad
08.2023 - 08.2024
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Updated [Type] system with order specifics and customer details, preferences and billing information.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
Customer Service Representative
Sykes Work from Home
11.2021 - 12.2022
- Assisted customers with a warm and professional attitude.
- Assisted customers with questions.
- Assisted with technical support duties.
- Performed data entry for customer information.
- Kept records of customer complaints.
- Managed customer accounts.
- Monitored claims and physician-related services.
Sams Club Warehouse
Hire Dynamics
09.2020 - 12.2020
- Packing
Cashier/Customer Service
Walmart
08.2018 - 12.2018
- My position was to ring up sales, bagging items, requesting price checks, honoring coupons, collecting payment and giving appropriate change.
- My accomplishments as a cashier/customer service is that I provided exceptional customer service while managing inventory and ensuring accuracy.
Cashier
scotchman
06.2018 - 08.2018
- Greet, customers, ring up sales, bag items, accept forms of payments, stock inventory, and keep store cleaned.
kill floor
Smithfield Foods
01.2018 - 06.2018
- Kill Floor Chitterlings's
Cashier/Cook
Zaxby's
02.2017 - 01.2018
- Greet guests, enter guests order, accept payments from guest, give correct change, bag up guests order and properly present order to guest.
- Stocking supplies of condiments, responsible for answering telephone, and taking guests orders over the phone.
- As a cook, I would receive and stock inventory, prepare and cook orders, while keeping the kitchen cleaned and maintaining food safety.
Education
High school or equivalent - undefined
Whiteville High School
Whiteville, NCSkills
Customer Service
Fast Food
Food Prep
Food Service
Team Member
Crew Member
Cashiering
Cash Handling
Kitchen Experience
Cleaning Experience
Food Production
Cooking
Shipping & Receiving
Warehouse Experience
Food Handling
Packaging
Restaurant experience
Food Safety
Order Picking
Windows
Social media marketing
Communication skills
Google Suite
Social media strategy
Google Docs
Organizational skills
Filing
Data Entry
Database Research
Appointment Scheduling
ASSESSMENTS
- Customer service, Proficient, 2021-08-01, Identifying and resolving common customer issues
- Customer service, Proficient, 2020-08-01, Identifying and resolving common customer issues
- Sales skills, Proficient, 2021-08-01, Influencing and negotiating with customers
- Sales skills, Proficient, 2020-08-01, Influencing and negotiating with customers
- Attention to detail, Proficient, 2021-08-01, Identifying differences in materials, following instructions, and detecting details among distracting information
- Customer focus & orientation, Proficient, 2021-08-01, Responding to customer situations with sensitivity
Timeline
Direct Support Professional
RHA
11.2025 - Current
Premier Phone Banker
TRUIST
10.2024 - 08.2025
Customer Care Representative
Randstad
08.2023 - 08.2024
Customer Service Representative
Sykes Work from Home
11.2021 - 12.2022
Sams Club Warehouse
Hire Dynamics
09.2020 - 12.2020
Cashier/Customer Service
Walmart
08.2018 - 12.2018
Cashier
scotchman
06.2018 - 08.2018
kill floor
Smithfield Foods
01.2018 - 06.2018
Cashier/Cook
Zaxby's
02.2017 - 01.2018
High school or equivalent - undefined
Whiteville High School