Hi, I’m
Gwendolyn Kirkland
Memphis,TN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty
Overview
20
years of professional experience
Work History
Xfinity ComcastMemphis, TN
Sale Consultant/Customer Services Specialist
05.2007 - Current
Job overview
- Positive customer experience to maintain loyalty and deepen customer relationships
- Answered inquiries and provided information to representatives, distributed appropriate paperwork and fulfilled quote to deliver excellent customer support by email, in person via phone
- Worked closely with management to resolve issues and handle customer concerns
- Monetary cash handling, customer account management, detail bill explanations and technical support
- Exceeded company sales goals at 100% by promoting company products and services in every interaction
- Engaged with over 60 customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions
- Responded to telephone and in-person requests for information
- Fulfilled orders and sourced products to meet rigorous customer delivery schedules
- Followed up with existing customers to provide additional support and address concerns
- Used in-store system to locate inventory and place special orders for customers
- Provided primary customer support to internal and external customers
- Updated account information to maintain customer records
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Ability to break down problems, evaluate solutions and make decisions.
- Collaborated with teams to define, strategize, and implement Company goals.
FedEx Employees Credit AssociationMemphis
Contact Center Representative
07.2022 - 12.2022
Job overview
- Responded to customer calls and emails to answer questions about products and services
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collaborated with shipping team to track shipments, verify orders and handle product returns
- Processed debit and credit card and electronic check payments
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Educated customers about billing, payment processing and support policies and procedures
- Established credit limits and granted credit extensions according to bank policy
- Researched information provided by member's concerning employment, collateral and account details
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Investigated and resolved accounting, service and delivery concerns
- Performed various clerical duties by filing and faxing documents and creating customer databases
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Investigated and resolved customer inquiries and complaints quickly
- Managed over 60 customer calls per day.
William SonomaRemotely
Customer Services
05.2022 - 09.2022
Job overview
- Promoted available products and services to customers during service, account management, and order calls
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Detailed payment options and explained price, receipt and billing details to customers
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Responded to customer calls and emails to answer questions about products and services
- Answered over 60 calls per shift to meet fast-paced call center demands
- Resolved complaints to satisfy customers and encourage future transactions
- Investigated and resolved accounting, service and delivery concerns
- Handled customer inquiries and suggestions courteously and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved customer inquiries and complaints quickly
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Resolved associate, tool and service delivery issues revealed by statistical reports
AAA Cash FastMemphis
Loan Specialist
05.2004 - 05.2007
Job overview
- Assisted customers in understanding loan terms and conditions to make informed decisions
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Explained very technical financial information to applicants in easy to understand language.
- Maintained strict confidentiality of bank records and client information
- Submitted loan applications to underwriter for verification and recommendations
- Recommended loan approvals and denials based on customer loan application reviews
- Identified problem areas within loan portfolio, analyzed risks and suggested appropriate solutions
- Collected and compiled paperwork such as titles, loan files and customer documents
- Examined customer loan applications for loan approvals and denials
- Utilized risk management strategies to attain high loan approval rates.
- Collaborated with other departments to promptly process loan applications
- Utilized risk management strategies to attain high loan approval rates
- Managed over 50 customer calls per day.
- Developed strong relationships with customers through high levels of customer service
- Developed and maintained relationships with customers, lenders and other third parties
Education
Coahoma Community CollegeClarksdale, MS
No Degree from Physical Education
05.1996
Ruleville Central High SchoolRuleville, MS
High School Diploma
05.1994
Skills
- Good listening skills
- Positive Customer Services Experience
- Goal Setting
- Problem-Solving Abilities
- Attention to Detail
- Issue Resolution
- Administrative support
- Professional telephone demeanor
- Efficient and Detail-Oriented
- Data Entry
- Payment processing
- Cash management
Accomplishments
- Earned highest marks for Customer Satisfaction Company wide.
- Overall Elite Top Performances Sale Consultant Company for 8 years.
- Team leadership
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Contact Center Representative
FedEx Employees Credit Association
07.2022 - 12.2022
Customer Services
William Sonoma
05.2022 - 09.2022
Sale Consultant/Customer Services Specialist
Xfinity Comcast
05.2007 - Current
Loan Specialist
AAA Cash Fast
05.2004 - 05.2007
Coahoma Community College
No Degree from Physical Education
Ruleville Central High School
High School Diploma
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