Hope Bland
Kennesaw,GA
Summary
Experienced results-driven Customer Service Representative with a track record of exceeding customer satisfaction targets. Seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Seasonal Customer Service Representative (WFH)
ResultsCX – Solutran
11.2023 - 12.2023
- Customer service phone agent on the Solutran Healthy Benefits Plus campaign
- Assisted members with card activations, placing phone orders, demonstrating product knowledge by explaining benefits program, reset portal passwords
- Reissued cards
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative (WFH)
SYKES/SITEL - Capital One
12.2022 - 10.2023
- Customer service phone agent on the Capital One company campagin
- Serviced customer with making payments, checking account transactions
- Disputed transactions
- Reissued credit cards
- Demonstrated product knowledge by answering simple credit card questions
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website to view bill, make online payments, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Peak Season Customer Support Agent (WFH)
SYKES/SITEL - Savvas Learning Company
05.2022 - 11.2022
- Customer service phone agent on the Savvas company campaign
- Answered phone calls about new orders, existing orders, lost, under shipped
- Over shipped item claims
- Demonstrated product knowledge by locating book title availability and pricing
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Managed high-stress situations calmly and professionally while maintaining excellent rapport with clients during difficult conversations or escalations.
- Tracked client feedback and collaborated with cross-functional teams to address recurring concerns and enhance product offerings.
- Improved first-contact resolution rates by quickly identifying root causes of customer issues and delivering effective solutions.
Seasonal Tax Customer Service Agent (WFH)
SYKES/SITEL - Intuit TurboTax
03.2022 - 05.2022
- Worked as a customer service phone agent after a week of training
- Answered back-to-back calls using online phone system
- Demonstrated product knowledge by troubleshooting errors for customers
- Assisted with basic tax questions or concerns
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
Seasonal Customer Service Rep. (Remote)
Bath & Body Works - L.Brands
11.2021 - 02.2022
- Worked as an online chat customer service agent after 2 weeks of training taking 3 chats at once time
- Helped customers with lost and damaged orders
- Created new orders
- Replaced merchandise
- Issued refunds
- Handled customers concerns
- Recommended products based on customers previous purchases and taste in fragrance
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Owner/Baker
Dimera’s Cakery
01.2016 - 12.2021
- Home bakery business where I took orders, baked cakes, decorated cakes, arranged pickups and deliveries
- Used online marketing for sales.
Education
High School Diploma -
G.W. Carver High School
Atlanta05.2003
Skills
- Active Listening
- Empathy
- Conflict Resolution
- Attention to Detail
- Product Knowledge
- Patience
- Account Updating
- Complaint Resolution
- Professional Telephone Demeanor
- Service Upselling
- Credit Adjustments
- Reading Comprehension
References
References Available Upon Request
Timeline
Seasonal Customer Service Representative (WFH)
ResultsCX – Solutran
11.2023 - 12.2023
Customer Service Representative (WFH)
SYKES/SITEL - Capital One
12.2022 - 10.2023
Peak Season Customer Support Agent (WFH)
SYKES/SITEL - Savvas Learning Company
05.2022 - 11.2022
Seasonal Tax Customer Service Agent (WFH)
SYKES/SITEL - Intuit TurboTax
03.2022 - 05.2022
Seasonal Customer Service Rep. (Remote)
Bath & Body Works - L.Brands
11.2021 - 02.2022
Owner/Baker
Dimera’s Cakery
01.2016 - 12.2021
High School Diploma -
G.W. Carver High School
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