Imani Heyward
Sumter,SC
Summary
Adapt at fostering customer loyalty and resolving complex issues, I leveraged my outstanding communication and problem resolution skills at Activus Connect to enhance brand reputation. As a fast learner and team player, I consistently managed high-volume transactions and escalations, significantly improving customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Service Agent / Brand Ambassador
Activus Connect
Remote
11.2022 - 12.2024
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Customer Service Agent
Concentrix
Remote
09.2020 - 08.2022
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Sales Associate / Customer Service Representative
Lowe’s Home Improvement
Sumter, SC
08.2017 - 07.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Call Center Representative
SYKES
Sumter, SC
03.2016 - 05.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Cashier
Zaxbys Resturant
Sumter, SC
05.2014 - 03.2016
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Accounting
Sumter High School
Sumter, SC06.2015
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Work well with others
- Fast learner
- Team player
Timeline
Customer Service Agent / Brand Ambassador
Activus Connect
11.2022 - 12.2024
Customer Service Agent
Concentrix
09.2020 - 08.2022
Sales Associate / Customer Service Representative
Lowe’s Home Improvement
08.2017 - 07.2020
Call Center Representative
SYKES
03.2016 - 05.2017
Cashier
Zaxbys Resturant
05.2014 - 03.2016
Accounting
Sumter High School