Gwendolyn Gaines
Customer Service Agent
Douglasville,GA
Summary
Dependable individual with willingness to learn and perform new tasks. Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
25
25
years of professional experience
Work History
Bakery Team Member
Rise Bakery Company
Douglasville, GA
08.2020 - 05.2022
- Assembled, prepared, decorated and frosted average of 250 cakes per shift.
- Used pastry bags and tips to pipe messages and decorative roses onto cakes.
Remote Customer Service
Amazon
Douglasville, GA
10.2016 - 07.2019
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
Customer Service Manager
Dash Catering Services
Fayetteville, GA
02.2002 - 10.2008
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Cash Room Controller/ Closer and Opener of Stores
Wh Smith Stores
Atlanta, CA
08.1997 - 11.2000
- Planned and developed data entry documentation and instructions to optimize data delivery.
- Maintained employee attendance records to guarantee efficiency when meeting project deadlines.
- Identified and corrected improper cases of data entry to prevent data redundancies and integrity failures.
Education
Computer Programming
Massey Buisness
Atlanta, CA05.1992
Skills
- Cash register operation
- Cash management
- Sales processing
- Conflict resolution
- Organization
- Critical thinking
- Team-building
- Customer service
- Reliable & trustworthy
- Microsoft Office
Timeline
Bakery Team Member
Rise Bakery Company
08.2020 - 05.2022
Remote Customer Service
Amazon
10.2016 - 07.2019
Customer Service Manager
Dash Catering Services
02.2002 - 10.2008
Cash Room Controller/ Closer and Opener of Stores
Wh Smith Stores
08.1997 - 11.2000
Computer Programming
Massey Buisness
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