Gilda Patterson
Ten Mile,TN
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
24
24
years of professional experience
Work History
Costumer Service Representative
Everconnect ( Progressive Campaign)
Atlanta, GA
05.2022 - Current
- Conducted regular follow-up calls with customers after resolving their issues.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed positive relationships with customers through friendly interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Costumer Service Representative
Everconnect ( American Express - AON)
Knoxville , TN
02.2021 - 05.2022
- Developed strong relationships with customers by providing personalized assistance and support.
- Followed disclosure verbatim while servicing costumers needs. Updated personal information as needed to maintain accurate information.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed positive relationships with customers through friendly interactions.
RCA " Rural Mail Carrier"
USPS
Kingston , TN
03.2017 - 04.2021
- Ensured proper handling of fragile packages requiring special care.
- Followed established protocols for secure package delivery at customer locations.
- Collected payments for COD items, postage due, and other fees as required.
- Adhered to all USPS policies and procedures related to delivering mail.
- Communicated effectively with supervisors regarding route progress or changes.
- Organized mail for delivery in a timely manner according to established routes and schedules.
- Delivered mail and packages to rural residences, businesses, and post office boxes.
- Obtained signatures for registered, certified, and insured mail.
- Sorted mail, arranging in delivery sequence for distribution.
- Collected outgoing mail from homes and businesses to deliver to post office for processing.
Lead Trainer/Food Server
Cracker Barrell
Pigeon Forge, TN
04.2000 - 03.2017
- Created instructional materials such as handouts, training material for new hires.
- Provided feedback to participants regarding their performance during the training sessions.
- Delivered classroom lectures and facilitated group discussions on topics related to the training program.
- Advised senior management about potential improvements that could be made to current training processes or systems.
- Identified areas where additional training is needed and made recommendations accordingly.
- Adapted existing curricula based on changes in technology or industry standards.
- Crosstrained in every department while in management training.
- Coached staff members on best practices for delivering effective instruction techniques.
Education
Cosmologists - Cosmetology
Knoxville Institute of Hair Design
Knoxville, TN05-1992
Some College (No Degree) - Business Administration And Management
Roane State Community College
Harriman, TNSkills
- Call Management
- Scheduling
- Inbound and Outbound Calling
- Professional telephone demeanor
- Active Listening
- Adaptive team player
- Follow-up skills
- Positive and professional
- Building rapport
- Multi-Task Management
- Problem-solving abilities
- Customer Service
- Reading Comprehension
Timeline
Costumer Service Representative
Everconnect ( Progressive Campaign)
05.2022 - Current
Costumer Service Representative
Everconnect ( American Express - AON)
02.2021 - 05.2022
RCA " Rural Mail Carrier"
USPS
03.2017 - 04.2021
Lead Trainer/Food Server
Cracker Barrell
04.2000 - 03.2017
Cosmologists - Cosmetology
Knoxville Institute of Hair Design
Some College (No Degree) - Business Administration And Management
Roane State Community College