Ivy Pearson
Midlothian,VA
Summary
Dynamic customer service professional competent in resolving customer concerns. Over 10 years of customer service experience. Energetic and motivated to maintain customer satisfaction. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Looking to take on challenges at a new company.
Overview
14
14
years of professional experience
Work History
Customer Service & Email Representative
Chewy Inc.
Hollywood, FL
08.2020 - 08.2022
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system
- Resolved customer inquiries, questions and concerns to consistently offer quality service.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Delivered personalized written support via email with instructions regarding products.
Customer Service Specialist
Pottery Barn
San Francisco, CA
08.2018 - 08.2020
- Responsible for answering 50+ Phone calls daily handle customer’s inquiries complaints and billing questions in a high call volume environment, assist customers with processing returns, placing new orders and with scheduling in home delivery appointments
- Work with leadership team to successfully address customer escalated issues, collaborate with other departments to assist with customer’s needs, provide information on additional product and services, demonstrate professional and quality customer service.
Residential Program Instructor
Grafton Integrated Health Network
, VA
07.2014 - 08.2018
- Provided supports and supervision to clients with intellectual disabilities helping clients in group homes enhance and develop their skills in areas such as daily living skills, home maintenance, food preparation, cooking, household shopping
- Document clients progress, provided customers service to parents & advocates, administered medications, help increase personal hygiene skills, appropriate socialization skills and community safety
- Attend team meetings, transport clients on community activities, document client's behaviors, minimize client's crisis behaviors and maximize success.
School Safety Agent
New York, Department
Brooklyn, NY
09.2006 - 06.2012
- Enforced institutional rules, regulations and laws regarding student conduct to maintain safe campus
- Uniformed law Enforcement office provided a safe environment in the New York City public school system
- Operated stationary and/or hand held scanning equipment, verified identity of visitors who entered school building and escorted them to appropriate offices Challenged, unauthorized personnel and removed them from premises, intervened in verbal or physical altercations between students, Confiscated weapons and other contraband from students, made arrests, transported juveniles or other detainees to appropriate booking facility's when necessary.
Education
Associate of Applied Science - Business Management
John Tyler Community College
Chester, VA05.2019
Skills
- Detailed Oriented
- High-energy attitude Data Entry Skills
- Excellent Communication Skills
- Technologically savvy
- Conflict mediation
Timeline
Customer Service & Email Representative
Chewy Inc.
08.2020 - 08.2022
Customer Service Specialist
Pottery Barn
08.2018 - 08.2020
Residential Program Instructor
Grafton Integrated Health Network
07.2014 - 08.2018
School Safety Agent
New York, Department
09.2006 - 06.2012
Associate of Applied Science - Business Management
John Tyler Community College
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