Iandra Ravin
DeSoto,TX
Summary
Knowledge and dedicated customer service professional with extensive experience in the customer service industry. Bringing top-notch skills in verbal and written communication, active listening and analytical problem-solving skills. Excellent proficiency when interacting with others, high adaptability to various environments, exceptional maturity and patience in handling difficult situations. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for helping others.
Overview
11
11
years of professional experience
Work History
Customer Service Agent
Chewy
07.2020 - Current
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Respond to over 80 customer calls and emails daily to answer questions about products and services.
- Demonstrate high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluate customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Adapting to new applications and maintaining knowledge of current technologies.
- Actively listened to customers, handling concerns quickly
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Calculate correct order totals, update accounts, and maintain detailed records.
- Cross-trained and provide backup support.
- Develop highly empathetic client relationships and earn reputation for exceeding service standard goals.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Meet customer call guidelines for service levels, handle time and productivity
- Maintain up-to-date knowledge of product and service changes
- Follow up with customers about resolved issues to maintain high standards of customer service
Customer Service Agent
Teleperformance
09.2017 - 12.2018
- Professionally handled over 50 incoming calls resolving customer inquiries
- Actively listened to customers, handled concerns quickly
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services, and company information
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Processed customer service orders promptly to increase customer satisfaction
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Met customer call guidelines for service levels, handle time and productivity
- Maintained up-to-date knowledge of product and service changes
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
Customer Service Associate
Iqor
09.2016 - 03.2017
- Contact new and existing customers to discuss their needs, and to explain how these needs could be met by specific products and services
- Answer customers' questions about products, prices, availability, or credit terms
- Emphasize product features based on analyses of customers' needs and on technical knowledge of product capabilities and limitations
- Maintain customer records, using automated systems
- Collaborate with colleagues to exchange information, such as selling strategies or marketing information
- Demonstrate and explain operations and use of products
- Inform customers of estimated delivery schedules, service contracts, warranties, or other information pertaining to purchased products
- Recommend ways for customers to alter product usage in order to improve production.
Returns Associate
Neiman Marcus
02.2015 - 08.2016
- Checked packages and merchandise for damage and notified vendors
- Performed general housekeeping and cleaning tasks
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations
- Consistently lifted materials weighing as much as 50 pounds
- Trained and supervised new employees to apply best practices and comply with health and safety procedures and regulations
- Safely and securely loaded items to prevent damage during transport
- Maintained tidy and clean work areas to promote optimal productivity and safety standards
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors
Cashier
Whataburger
07.2012 - 02.2015
- Greeted customers entering store and responded promptly to customer needs
- Built relationships with customers to encourage repeat business
- Operated cash register for cash, and credit card transactions with excellent accuracy levels
- Worked flexible schedule and extra shifts to meet business needs
- Restocked and organized merchandise in front lanes
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy
- Stocked, tagged and displayed merchandise as required
- Answered questions about store policies and addressed customer concerns
- Worked closely with shift manager to solve problems and handle customer concerns
- Upsold additional products and services to customers, increasing revenue
- Learned duties for various positions and provided backup at key times
- Worked with floor team and managers to meet wide range of customer needs
Education
Associate of Liberal Arts -
El Centro College
Dallas, TX08.2017
Skills
- Attention to Detail
- Computer Literacy
- Writing
- Mathematics
- Management of Personnel Resources
- Time Management
- Judgment and Decision Making
- Active Listening
- Service Orientation
- Social Perceptiveness
- Critical Thinking
- Learning Strategies
- Complex Problem Solving
- Customer Focus
- Adaptability
- Telephone Etiquette
Accomplishments Awards
- Most Productive Award, 2015
- Years of Service Award, 2013
Tools Technology
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Adobe
- Outlook
Volunteer Experience
Occasionally volunteer for different community projects associated with giving back to children and to less fortunate families or individuals
Timeline
Customer Service Agent
Chewy
07.2020 - Current
Customer Service Agent
Teleperformance
09.2017 - 12.2018
Customer Service Associate
Iqor
09.2016 - 03.2017
Returns Associate
Neiman Marcus
02.2015 - 08.2016
Cashier
Whataburger
07.2012 - 02.2015
Associate of Liberal Arts -
El Centro College
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