Iesha Buckner
Summary
Dedicated Customer Service Manager capable of monitoring special client projects while empowering customer service associates to solve problems. Developed experience in training effective customer service associates, working closely with sales to retain clients and creating effective metrics for measuring productivity. Believes that every customer service associate needs to be interested in creating a positive customer experience.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
GEICO, Government Employees Insurance
04.2022 - Current
- Managed high-stress situation effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Developed exemplary writing skills through continued correspondence with upwards of 50 customers per day.
Customer Service Representative
Amazon
06.2020 - 03.2022
- Answer inbound calls from Amazon customer to provide customer guidance on Amazon.com
- Abrogate orders and shipments for customers, as well avail them locate packages.
- Supercede or refund accounts for lost or misplaced packages.
- Utilize articles and internal implements to solve each customer issue, in a timely manner.
- Assist Amazon Drivers with guidance to help locate customer addresses.
Customer Service Manager
Walmart
05.2016 - 12.2020
- Manage front end operation of the store by providing cash change to the cashiers, prepares cash register tills, audits cash register tills, provides breaks, and directs associates schedule.
- Carry out investigation on challenges faced by customers and give appropriate solutions to the challenges.
- Offer resolution to complaints and issues concerning customer orders.
- Coordinate with the management on the initiatives that help improve customer experience.
Bank Teller
Midsouth Community Federal Credit Union
04.2014 - 05.2016
- Processed daily client transactions, including deposits, withdrawal, money transfers, loan payments, and selling cashier's checks.
- Accurately maintained records of each transaction and ensured all documents and paperwork was in place and within compliance.
- Assisted clients with various questions and concerns related to their accounts and bank products.
- Help customers open and close checking accounts, credit cards, saving accounts, personal loans, and mortgages.
Education
High School Diploma -
Macon County High School
Montezuma, Ga01.2013
Skills
- Leadership
- Retail Management
- Word Processing
- Order fulfillment
- Quality Assistance
- Analysis Skills
- Persuasive Speaking Skills
- Self-control
- Data entry
- Relationship building
- Computer proficiency
- Call center experience
- Microsoft Excel
- Payment processing
Timeline
Customer Service Representative
GEICO, Government Employees Insurance
04.2022 - Current
Customer Service Representative
Amazon
06.2020 - 03.2022
Customer Service Manager
Walmart
05.2016 - 12.2020
Bank Teller
Midsouth Community Federal Credit Union
04.2014 - 05.2016
High School Diploma -
Macon County High School
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