GINEA MORRIS
120 20th Street Apt 4208,GA
Summary
With a proven track record at Nations Benefits, I excel in enhancing customer satisfaction and streamlining service operations. My expertise in payment processing and exceptional problem-solving skills have significantly boosted efficiency. Known for a strong service mindset, I consistently exceed performance targets, demonstrating a remarkable ability to manage customer accounts and resolve complex issues effectively.
Overview
9
9
years of professional experience
Work History
Member Experience Advisor
Nations Benefits
Virtual , GA
12.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Cashier
Walmart
Columbus, GA
06.2022 - 09.2023
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Greeted customers and responded to informational requests.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Informed customers of in-store promotions or pricing specials.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Collected credit card and cash payments to complete transactions for customer orders.
- Delivered tactful discussions and diplomacy when responding to escalating situations.
- Maintained cleanliness and presentation of stock room and production floor.
- Recommended, selected, located and obtained products to meet customer needs.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Bagged, boxed or gift-wrapped sold merchandise per customer's request.
- Greeted customers promptly and responded to questions.
- Checked expiration dates on products and removed items that were no longer fresh.
- Stocked shelves with new merchandise in an organized manner.
- Assisted customers in loading groceries into vehicles or delivering them to their homes.
Mac+ Advisor
Kelly Connect
Virtual, GA
05.2020 - 02.2022
- Upgraded laptops/desktops, phones and ipad improving speed and performance
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Installed, configured and set up PCs in stores for optimal operation and reporting
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
- Supported employees with advanced troubleshooting on helpdesk tickets
- Assisted in technical support process refinement to improve customer service and support
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Organized repair and replacement of PC components and systems
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction
- Backed up data each evening, helping alleviate lost information following malware incident
- Updated and reconfigured existing and new computers with current software and operating systems
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access
- Maintained inventory of IT supplies by checking and documenting levels regularly
- Improved relationships with training organizations and school by remedying hardware and software issues with computers and various language labs
- Developed training materials, conducted webinars and authored wikis for user training and support use.
Customer Service Representative
Global Call Center Solutions
Columbus, GA
11.2019 - 05.2020
- Outbound CSR for Comcast/Xfinity Home to assure their services are meeting their satisfaction
- CSR Sales REP for current Comcast/Xfinity Home customers and be willing to help giving them a better quality in service
- Reviewed account and service histories to identify trends and issues
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Maintained revenue streams by exhausting every option before offering refunds
- Tracked each interaction for auditing, reporting and training purposes
- Cultivated strong value-added relationships with customers by delivering product knowledge to drive business development
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Customer Service Representative
TSYS
Columbus, GA
05.2018 - 11.2019
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Identify and track current dispute trends by reviewing transaction and account patterns
- Work reports and databases using established policies and procedure
- Devised innovative and targeted solutions for each case to achieve mutually satisfactory resolutions
- Investigates potential credit card fraud cases based on information received from the fraud detection system
- Analyzes several aspects of account history, to include payment and transaction history
- Contacts customers and merchants to obtain additional information regarding fraudulent charges
- Maintains accurate and complete documentation of all information necessary for the investigation
Web Chat Live Agent
Afni
Opelika, AL
08.2017 - 05.2018
- Online web chat associate
- Attracted potential customers by answering product and service questions; suggesting information about other products and services
- Opened customer accounts by recording account information
- Maintained customer records by updating account information
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintained financial accounts by processing customer adjustments
- Recommended potential products or services to management by collecting customer information and analyzing customer needs
- Prepared product or service reports by collecting and analyzing customer information
- Contributed to team effort by accomplishing related results as needed
Customer Service Representative
Convergys Corporation
Columbus, GA
12.2016 - 08.2017
- Assist with the training of new customer service representative
- Oversee a team to ensure quality is being met on a consistent basis
- Speaking with existing DirecTV and AT&T customers in regards to account and billing inquiries
- Assisting customers with online account settings Provide world class customer service
- Reviewed account and service histories to identify trends and unaddressed issues
- Reviewed customer data to assess current issues and determine eligibility for potential solutions
- Met and exceeded productivity targets by handling every interaction with good organizational and relationship-management abilities
- Maintained customer loyalty by delivering fast, friendly and knowledgeable service for routine questions and service complaints
- Maintained revenue streams by exhausting every option before offering refunds on escalated calls
- Kept customer account information current and accurate by preparing, completing and processing forms and database changes.
Assistant Manager
Cato Fashions
Cato Columbus, GA
02.2016 - 12.2016
- Meets company sales goals by utilizing sales techniques and communicating product knowledge to the customer; recommends merchandise selections or helps to locate or obtain merchandise based on customer needs and desires
- Performs various sales and register transactions including ringing purchases, processing of cash or credit payments and counting money
- Maintains an awareness of customers to both increase service levels and reduce security risks; remains current on policies regarding payment and exchanges, customer service, security practices, and other applicable operations
- Maintains knowledge of current sales and promotions; maintains pricing and visual standards
- Builds and maintains a solid customer following through clienteling and wardrobing
- Maintains standards in merchandise handling, presentation, loss prevention, and all other duties as directed by Management
- Participates in visual directives including monthly store sets and zone maintenance
Education
Darton State College
Albany, GA09.2013
Skills
- Payment Processing
- Problem-Solving
- Cash Register Operations
- Employee Training
- Complaint Resolution
- Call Response and Transfer
- Credits and Refunds
- Report Creation
- Courteous with Strong Service Mindset
- Credit Card Payment Processing
- Call Documentation
- Issue and Complaint Resolution
- Customer Account Management
- POS Systems and Ordering Platforms
- Data Entry
- System Implementation
- Microsoft Office Expertise
- Inbound and Outbound Calling
- Stockroom Procedures
- Shipping and Receiving Understanding
- Call Center Operations
- Store Maintenance
Timeline
Member Experience Advisor
Nations Benefits
12.2023 - Current
Customer Service Cashier
Walmart
06.2022 - 09.2023
Mac+ Advisor
Kelly Connect
05.2020 - 02.2022
Customer Service Representative
Global Call Center Solutions
11.2019 - 05.2020
Customer Service Representative
TSYS
05.2018 - 11.2019
Web Chat Live Agent
Afni
08.2017 - 05.2018
Customer Service Representative
Convergys Corporation
12.2016 - 08.2017
Assistant Manager
Cato Fashions
02.2016 - 12.2016
Darton State College
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