Indonasia A. McCellon
Salt Lake City,UT
Summary
Looking to improve life financially through hard work and determination. Knowledgeable, dedicated and personable customer service professional offering 8 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Passion for developing relationships, cultivating partnerships.
Overview
11
11
years of professional experience
Work History
Digital Baking Rep
Varo Bank
Draper, UTah
01.2020 - Current
- Provide exceptional customer service, primarily over via phone, as well email, provide support to other team members when needed
- Exceed when it comes to logic and solving puzzles, seek challenges and take them on
- Thrive on working with customers to seek out answers
- Support customer onboarding, ensuring compliant with “Know Your Customer” regulations
- Providing exceptional customer service such as communication skills problem-solving, deescalated calls
- Assisted with Sup calls and coaching
- Worked closely with management team reviewing agent stats, inputting data and sitting in on 1:1’s and providing feedback and input to agents as needed
- Worked closely with back-office team and gain useful data entry skill, as well as QA team, compliance and training team.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained staff on operating procedures and company services.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Coordinator
JCPenney
Salt Lake City, UT
11.2018 - 01.2020
- Schedule all customer appointments, follow up with customers daily on order status, utilize email for notification, complete data entry, provide customer service to exceed company standards, validate order notes and update
- This position is similar to dispatcher managing installer routes
- Worked closely with installers and decorators to ensure routing is done properly, ensuring enough time has been allotted to complete installation.
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions.
- Gathered and organized materials to support operations.
- Coached employees through day-to-day work and complex problems.
- Aided colleagues, managers and customers through regular communication and assistance.
- Entered data, generated reports and produced tracking documents.
- Entered and maintained departmental records in company database.
Customer Experience Coordinator
Vivint smart home
Lehi, UT
11.2017 - 11.2018
- Main daily functions were to Perform in-depth research to answer more complex questions
- Accurately logged all daily shipping and receiving orders
- Resolved product issues and shared benefits of new technology
- Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction
- Helped customers select products that best fit their personal needs
- Guaranteed positive customer experiences and resolved all customer complaints
- Educated customers on product and service.
- Promptly responded to general inquiries from members, colleagues, and clients via mail, e-mail and fax.
- Looked up orders, provided estimated arrival details and assisted with delivery logistics.
CS2 Rep
Netflix Inc
Salt Lake City, Ut
03.2016 - 08.2017
- Speak with current and new customers about accounts, troubleshoot any issues that may come about
- Give info on new and exciting movies and TV shows that may be released
- Set up new accounts and help with any questions that may come about.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
- Handled 40 calls per day to address customer inquiries and concerns
Sr
Marriott Vacation WorldWide
Salt Lake City, UT
02.2016 - 03.2017
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customer inquiries
- Addressed customer service inquiries in timely and accurate fashion
- Maintained up-to-date records at all times.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Maintained productivity and quality standards at all times.
- Handled 65 calls per day to address customer inquiries and concerns
Cashier
Honey Baked Ham
Taylorsville, UT
02.2015 - 11.2016
- Assessed customer needs and responded to questions
- Cleaned and straightened work area
- Issued receipts for purchases and gifts
- Bagged merchandise by following standard procedures
- Organized register supplies
- Worked with customer service to resolve issues.
- Greeted over 25 customers per day
Customer Service Rep
Yoli
South Salt Lake, UT
06.2015 - 02.2016
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided accurate and appropriate information in response to customer inquiries
- Addressed customer service inquiries in timely and accurate fashion
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Properly directed inbound calls in phone queues to improve call flow.
- Answered average of 52 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
Cashier
McDonald's
Murray, IA
11.2013 - 02.2015
- Strive each day to provide excellent customer service, to take and serve orders in timely manner, and to encourage fellow crew to work together effectively
Cashier
Justice
Saugus, MA
11.2012 - 05.2013
- Assisted patrons with their shopping by providing advice and guidance for their fashion needs
- Go above and beyond.
- Demonstrated respect, friendliness and willingness to help wherever needed
Education
High School Diploma -
Penn Foster Career School
Scranton, PA2013
Skills
- Efficient and Detail-Oriented
- De-escalation Techniques
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Creative Problem-Solving
- Time Management
- Team-Oriented and Cooperative
- Training and mentoring
Timeline
Digital Baking Rep
Varo Bank
01.2020 - Current
Customer Coordinator
JCPenney
11.2018 - 01.2020
Customer Experience Coordinator
Vivint smart home
11.2017 - 11.2018
CS2 Rep
Netflix Inc
03.2016 - 08.2017
Sr
Marriott Vacation WorldWide
02.2016 - 03.2017
Customer Service Rep
Yoli
06.2015 - 02.2016
Cashier
Honey Baked Ham
02.2015 - 11.2016
Cashier
McDonald's
11.2013 - 02.2015
Cashier
Justice
11.2012 - 05.2013
High School Diploma -
Penn Foster Career School