Hi, I’m
Jeanette Fludd-McSwain
Las Vegas,NV
Summary
Dynamic and results-oriented Customer Service Representative with a proven track record at GOLO, LLC, where I enhanced customer satisfaction through expert resolution of complaints and exceptional problem-solving abilities. Skilled in Microsoft Office and maintaining a calm demeanor under pressure, I consistently exceeded performance targets by leveraging in-depth product knowledge and outstanding communication skills.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
2025
years of professional experience
Work History
GOLO, LLCNewark, DE
Customer Service Representative
09.2021 - 11.2024
Job overview
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- 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.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Sitel (Costco)Las Vegas, Nevada
Customer Service Agent
Job overview
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Updated customer records in the CRM system accurately with each interaction.
- Answered incoming calls promptly and professionally within company standards.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Maintained strong call control and quickly worked through scripts to address problems.
- Helped clients navigate online systems within established frameworks to obtain services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Education
Canterbury Career Las Vegas, NV
Medical Secretary from Medical Informatics
04-1996
Norwalk High School Norwalk
High School Diploma
06-1985
Skills
- Inbound and Outbound Calling
- Scheduling
- Data Collection
- Appointment Scheduling
- Information Security
- Paperwork Processing
- Complaint resolution
- Product Knowledge
- Problem-solving abilities
- Refund management
- Banking operations support
- Microsoft PowerPoint
- Follow-up skills
- Call Center Operations
- Grammar
- Shipping procedures understanding
- Clerical Support
- Microsoft Office expertise
- Delivery Scheduling
- Customer Relations
- Typing [Number] WPM
- Brand representation
- Call center experience
- Positive and professional
- Critical Thinking
- Credit adjustments
- Complaint Handling
- Problem Resolution
- Order Fulfillment
- Client Relations
- Calm Demeanor
- Typing proficiency
Timeline
Customer Service Representative
GOLO, LLC
09.2021 - 11.2024
Customer Service Agent
Sitel (Costco)
Canterbury Career
Medical Secretary from Medical Informatics
Norwalk High School
High School Diploma
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