Joi Evans
Atlanta,GA
Summary
Dynamic customer service professional with a proven track record at Walmart, adept at resolving complaints and enhancing customer loyalty. Skilled in CRM and de-escalation techniques, I successfully led a team to reduce complaints and improve service quality, fostering a collaborative environment that prioritized customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
American Signature Furniture
01.2022 - 03.2025
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Led quarterly customer service meetings to review performance and set goals for improvement.
Front Desk Receptionist
Marriott Hotel
Atlanta, GA
12.2018 - 12.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Enhanced guest experience by maintaining welcoming and organized reception area.
- Greeted visitors warmly, creating positive first impression of organization.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
Customer Service Manager
Walmart
Lilburn, GA
10.2013 - 12.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
Education
Miller Grove High School
Lithonia, GAAssociate of Arts - Emergency Medical Technician
Atlanta Technical College
Atlanta, GA06.2016
Skills
- Customer service
- Data entry
- Customer relationship management (CRM)
- De-escalation techniques
- Clerical support
Timeline
Customer Service Representative
American Signature Furniture
01.2022 - 03.2025
Front Desk Receptionist
Marriott Hotel
12.2018 - 12.2022
Customer Service Manager
Walmart
10.2013 - 12.2018
Miller Grove High School
Associate of Arts - Emergency Medical Technician
Atlanta Technical College