Jamaica Hill
Prairieville,LA
Summary
Proven customer service with a track record of enhancing customer satisfaction and retention at Walmart and AT&T Call Center. Leveraged strong problem-solving and relationship-building skills to resolve complex issues, leading to a noticeable improvement in loyalty metrics. Excelled in team collaboration and customer support, significantly exceeding performance goals.
Diligent with solid foundation in customer service and effective problem-solving. Proven track record of resolving customer issues efficiently and maintaining high levels of customer satisfaction. Demonstrated ability to manage high call volumes while fostering positive relationships and ensuring team collaboration.
Overview
11
11
years of professional experience
Work History
Customer Service Associate
Walmart
Gonzales, LA
02.2022 - 09.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Increased team productivity with effective communication and coordination of tasks.
- Enhanced brand image by consistently delivering service beyond expectations.
- Fostered positive team environment, contributing to higher staff retention rates.
- Assisted customers in navigating company's products and services, enhancing their overall experience.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction scores.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Cross-trained and backed up other customer service managers.
- Cross-trained and provided backup support for organizational leadership.
- Sought ways to improve processes and services provided.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
AT&T Call Center
Dallas, TX
01.2019 - 12.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Identified and resolved discrepancies and errors in customer accounts.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved accounting, service and delivery concerns.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Sought ways to improve processes and services provided.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
- Participated in quality assurance activities such as reviewing recorded calls for compliance with company standards.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
- Collaborated with other departments to resolve cross-functional issues affecting customer experience positively.
- Retained customers by offering alternative solutions during difficult interactions or potential cancellations of services.
- Achieved personal performance goals through effective call management, prioritization, and time management.
- Documented and detailed calls and complaints using call center's CRM database.
- Assisted in streamlining processes within the department for improved efficiency and effectiveness of customer support operations.
- Demonstrated a commitment to ongoing professional development by participating in regular trainings on new products, services, policies, procedures updates.
- Recognized as a top performer on multiple occasions for achieving outstanding customer satisfaction ratings.
- Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
- Reduced average handle time without compromising on service quality through effective problem-solving strategies.
- Supported colleagues with handling complex cases and provided insights for better decision-making in challenging situations.
- Improved overall call center performance by sharing best practices, tips, and techniques with peers during team meetings and one-on-one coaching sessions.
- Provided constructive feedback to supervisors regarding potential areas of improvement in policies or procedures that could enhance the customer experience further.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Advantage Staffing
Baton Rouge, LA
03.2014 - 11.2019
- Managed high-stress situations 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
Highschool Diploma - General Studies
East Ascension High School
Gonzales, LA04.2010
Skills
- Customer Service
- Customer Support
- Problem Resolution
- Team Collaboration
- Customer Complaint Resolution
- Product Knowledge
- Complaint Handling
- Complex Problem-Solving
- Guest Services
- Assertiveness
- Customer Relationship Management (CRM)
- Product and service solutions
- Quality Assurance
- Negotiation
- Account Management
- Multi-Line Phone Systems
- Account updating
- Product Merchandising
- Regulatory Compliance
- Safety Regulations
- Appointment Scheduling
- Project Management
- Hospitality and accommodation
- Inbound and Outbound Calling
- Retail Marketing
- Merchandise upselling
- Tactful and diplomatic
- Support case resolution
- Software troubleshooting
- Point of sale systems
- Calm and Professional Under Pressure
- Teamwork and Collaboration
- Computer Skills
- Data Entry
- Relationship Building
- Money handling abilities
- Calm Under Pressure
- Product and service knowledge
- Customer Relations
- Understanding Customer Needs
- Issue and Complaint Resolution
- Retail store support
- Order Fulfillment
- Inbound Call Management
- Administrative and Office Support
- Process Improvement
- Product Sales
- Customer Retention Strategies
- Professional telephone demeanor
- LiveChat Messaging
- Multi-line phone talent
- Remote Office Availability
Timeline
Customer Service Associate
Walmart
02.2022 - 09.2024
Customer Service Representative
AT&T Call Center
01.2019 - 12.2021
Customer Service Representative
Advantage Staffing
03.2014 - 11.2019
Highschool Diploma - General Studies
East Ascension High School