Jeanette Washington
Sutherland Global
Alexandria,LA
Work Preference
Desired Job Title
Virtual Assistant
Work Type
Part Time
Location Preference
Remote
Minimum Desired Compensation
$15/hr
Important To Me
Flexible work hoursWork from home optionWork-life balance
32
Years of experience
Dynamic customer support professional with a proven track record at Sutherland Global, excelling in problem-solving and complaint resolution. Recognized for enhancing customer satisfaction and achieving top performance metrics. Skilled in data entry and building rapport, consistently delivering results in high-pressure environments while maintaining quality service standards.
Work History
Call Center Representative
5 Years 1 Month- Answered inbound calls and resolved customer inquiries with accurate information and courteous service.
- Documented customer interactions in CRM systems to maintain complete and current case records.
- Escalated complex issues to appropriate teams while maintaining ownership until resolution.
- Processed account updates, billing concerns, and service requests according to company procedures.
- Followed call scripts, compliance guidelines, and quality standards during customer interactions.
- Assisted customers with troubleshooting steps and guided them through common service issues.
- Adapted quickly to changing workflows, policies, and product knowledge requirements.
- Maintained consistent performance across high-volume call queues while supporting customer satisfaction.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Identified upselling opportunities to increase revenue generation.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Clerk/Typist
2 Years 11 Months- Typed and formatted correspondence, reports, and forms with high accuracy for healthcare administrative operations.
- Processed patient records and confidential documents while maintaining compliance with privacy procedures.
- Coordinated daily clerical workflows to support smooth office operations and timely document handling.
- Reviewed data entries and source documents to correct errors and improve record consistency.
Human Resources Manager
7 Months- Led employee relations support, resolving workplace issues and reinforcing consistent policy application.
- Managed onboarding workflows for staffing assignments, ensuring compliant hire documentation and timely starts.
- Partnered with recruiters and operations teams to align workforce planning with client staffing needs.
- Administered performance management processes, guiding corrective action and development discussions.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
Sales Associate/Sales Manager
15 Years 1 Month- Delivered personalized customer service, recommending merchandise based on style, fit, and purchase needs.
- Processed sales transactions accurately using POS systems, returns, and exchanges.
- Maintained polished sales floor by restocking merchandise, organizing displays, and supporting visual standards.
- Built strong customer relationships through attentive service, product knowledge, and follow-up support.
- Resolved customer concerns professionally, ensuring positive shopping experiences and repeat visits.
- Supported fitting room operations, managing merchandise flow and keeping areas neat and secure.
- Monitored inventory conditions, reported shortages, and assisted with merchandise replenishment.
- Collaborated with team members to meet daily sales goals and uphold store service expectations.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Education
High School Diploma
Skills
Problem-solving skills
Customer support
Data entry
Customer service
Call center customer service
Verbal and written communication
Resolving issues
Inbound phone calls
Communicating with clients
Customer communications
Call control
Answering questions
Complaint resolution
Appointment scheduling
Product knowledge
Building rapport
Inbound phone call management
Technical support
Database research
Quality assurance
Timeline
Call Center Representative
Sutherland Global
02.2015 - 03.2020Read More
Clerk/Typist
Accessible Healthcare
04.2012 - 03.2015Read More
Human Resources Manager
Adecco Staffing
05.2006 - 12.2006Read More
Sales Associate/Sales Manager
Dillards Department Store
11.1987 - 12.2002Read More
Peabody
High School Diploma
Read More