Ironisha Rhodes Mouton
Port Arthur,TX
Summary
Personable customer service representative with extensive industry experience and a proven track record of establishing rapport with clients. Recognized for maintaining high customer satisfaction and fostering strong relationships, contributing significantly to overall company success. Enthusiastic team player with a results-oriented approach, dedicated to cultivating partnerships that drive business growth.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Conduent Call Center
08.2021 - 12.2024
- Engaged in cross-functional teamwork to address and solve complex problems fulfilling customer needs.
- Maintained comprehensive records of client interactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Delivered precise details regarding products and services to customers.
- Facilitated customer service by handling inbound communications.
- Maintained database accuracy by updating customer information.
- Identified opportunities for upselling additional products or services based on customer needs.
- Delivered critical product details to support customer decisions.
- Provided top quality control and eliminated downtime to maximize revenue.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Updated system with order specifics and customer details, preferences, and billing information.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed strong customer relationships to encourage repeat business.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed positive relationships with customers through friendly interactions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries via phone, email, and chat.
- Mentored junior team members and managed employee relationships.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Resolved customer complaints promptly and efficiently.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Completed day-to-day duties accurately and efficiently.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Maintained updated knowledge through continuing education and advanced training.
- Assisted with customer requests and answered questions to improve satisfaction.
Assistant Manager
Family Dollar
Port Acres, TX
11.2017 - 07.2021
- Produced thorough, accurate and timely reports of project activities.
- Maintained up-to-date knowledge of company products and services.
- Created reports on sales trends, inventory levels, and financial data.
- Collaborated with management on developing strategic plans for achieving business goals.
- Implemented quality control measures to uphold company standards.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Proposed or approved modifications to project plans.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Developed a system for tracking inventory and ordering supplies as needed.
- Coordinated with other departments to ensure smooth flow of operations.
- Reviewed completed work to verify consistency, quality, and conformance.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
- Managed inventory and supplies to ensure materials were available when needed.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Completed day-to-day duties accurately and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed household errands and other essential duties.
- Completed routine maintenance and repair.
- Updated and maintained databases with current information.
- Established processes for monitoring customer satisfaction levels.
Waitress
Waffle House
Port Arthur, TX
09.2014 - 02.2021
- Took orders for food and drinks and delivered them to guests.
- Provided accurate change for cash transactions using a cash register system.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Presented menus to patrons to answer questions about menu items and make recommendations.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
- Greeted customers, answered questions and recommended specials to increase profits.
- Garnished dishes and beverages to serve visually appealing menu items.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Prepared checks accurately and processed payments promptly.
- Presented menus and answered questions regarding items.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Responded to ad hoc cleaning duties at end of shift.
- Adhered to all health codes set forth by local authorities regarding food preparation and storage.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Demonstrated knowledge of wine selection, pairings, vintages.
- Assisted other wait staff members in times of heavy customer traffic.
- Participated in team meetings to discuss new menu items or changes in policy.
- Organized take-out orders efficiently according to customer requests.
- Provided excellent customer service by addressing any complaints or concerns promptly.
- Explained menu items, describing ingredients and cooking methods upon request.
- Answered questions about menu items, ingredients, and pricing.
- Set up tables in between patrons to reduce wait times.
- Maintained a clean work station by restocking supplies, wiping down counters.
- Presented food and beverages to guests at tables.
- Relayed orders to service bar and kitchen via point-of-sale register system.
- Informed customers of daily specials and signature menu items.
- Trained new employees to perform duties.
- Greeted customers and provided menus.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Performed basic math calculations when computing bills for customers' meals.
- Communicated with kitchen staff to stay updated on item availability and customer wait times.
- Enforced safety guidelines for employees and patrons of the restaurant.
- Developed positive relationships with regular customers through friendly conversation.
- Prepared checks, itemizing total meal costs and taxes.
- Prepared salads, appetizers, and garnishes to assist kitchen staff.
- Assisted in preparing salads, appetizers and desserts to speed up food service.
- Replenished beverages when necessary.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Communicated daily specials to customers.
- Assisted in seating guests at tables or booths.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Stocked service areas with supplies during slow periods.
- Processed payments accurately using cash registers or POS systems.
- Collaborated with kitchen staff to ensure timely preparation and delivery of orders.
- Checked back with customers throughout meal service to ensure satisfaction.
- Filled condiments and napkin containers during slack periods.
- Maintained accuracy while handling payments, giving change and printing receipts for customers.
- Bussed tables as needed during peak hours.
- Served food and beverages to patrons and confirmed complete orders.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
Caregiver
SYNERGY HomeCare
Beaumont, TX
06.2020 - 08.2020
- Helped clients get in and out of beds and wheelchairs.
- Monitored vital signs, including blood pressure, temperature and pulse rate.
- Educated families about available resources for home health care services in the local community.
- Improved patient outlook and daily living through compassionate care.
- Accompanied clients to social events such as movies or plays.
- Monitored vital signs and medication use, documenting variances, and concerning responses.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Supported bathing, dressing and personal care needs.
- Monitored clients' activity levels and helped prevent sedentary behavior.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Administered prescribed medications on a timely basis following care plan instructions.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Helped clients communicate with loved ones by typing written messages and relaying verbal messages.
- Collected and recorded patients' blood pressure, pulse, and respirations (TPRs) to evaluate and note basic health status.
- Assisted clients with daily living activities such as bathing, dressing, and grooming.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Assisted with meal planning to meet nutritional plans.
- Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
- Monitored health and well-being of clients and reported significant health changes.
- Recorded client status progress and challenges in logbooks and reports.
- Followed safe lifting and transferring techniques to transport residents.
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Ensured compliance with all applicable laws, regulations and standards governing home health care services.
- Instructed family members on how to provide bedside care.
- Maintained detailed records of services performed on clients.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Helped patients during ROM exercises to maintain musculoskeletal functions and increase strength.
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Provided emotional support for clients who were experiencing depression or anxiety due to their illness or disability.
- Organized oral medications for clients following dosage and schedule requirements.
- Contacted medical providers on behalf of clients to follow up on appointments.
- Assisted elderly clients with activities of daily living, such as bathing, dressing and grooming.
- Laundered clothing and bedding to prevent infection.
Skills
- Complaint resolution
- Scheduling
- Account updating
- Product promotion
- Warranty service
- Shipping procedures
- Multi-line telephone operations
- Verbal and written communication
- Order processing
- Technical troubleshooting
- Retail sales customer service
- Service upselling
- Building rapport
- Customer relations
- Data entry
- Email management
- Follow-up skills
- Clerical support
- Conflict mediation
- Assertiveness
- Decision-making
- Microsoft Excel
- Customer relationship management (CRM)
- Call center experience
- Problem-solving
Timeline
Customer Service Representative
Conduent Call Center
08.2021 - 12.2024
Caregiver
SYNERGY HomeCare
06.2020 - 08.2020
Assistant Manager
Family Dollar
11.2017 - 07.2021
Waitress
Waffle House
09.2014 - 02.2021
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