Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Leadership Experience
Timeline
Barista

Essence Garvin

Lithonia,GA

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience

Work History

TRT Customer Care Specialist

Opticsplanet
Atlanta, GA
10.2023 - Current
  • Assisted customers with inquiries about products and services via phone, email, and chat.
  • Provided timely responses to customer questions and complaints in a professional manner.
  • Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
  • Entered customer information into the database for tracking purposes.
  • Maintained an organized system of records related to customer service requests.
  • Created detailed documentation of all customer interactions and transactions.
  • Adhered to company policies when handling confidential customer information.
  • Tracked order status updates from vendors in order to provide accurate delivery estimates to customers.
  • Conducted research on competitors' offerings and provided recommendations for ways we can stay ahead of the competition.
  • Identified opportunities for cross-selling or upselling additional products and services when appropriate.
  • Followed up with customers after purchase or resolution of issue in order to measure their satisfaction levels.

Customer Resolution Specialist - Tier 2

Walmart
Marietta, GA
01.2021 - 08.2023
  • Analyze individual customer complaints for root causes and develop strategy for resolution.
  • Utilize different databases and systems to assist customers with troubleshooting, billing issues, and upgrades.
  • Assists customers with billing issues, such as miss-postings, ledger questions, payment disputes, and adjustments.
  • Increased customer traffic count by 22%, and retail sales by 37%.
  • Provided customer service and resolution to inquiries received via telephone, email, and web.

Front Office Manager

Patriarch Media Group
Stone Mountain, GA
01.2014 - 01.2022
  • Handled administrative duties including sales, customer service, data entry, database/records management internet research
  • Performed managerial responsibilities, including supervising, and overseeing all front desk operations, interviewing prospective employees, and current employee evaluations
  • Ensured quality customer service by answering customer questions and complaints, supervised front desk operations

Customer Experience Consultant

Carmax
Norcross, GA
01.2019 - 01.2020
  • Increased monthly sales targets by 100% by creating a system to improve customer experience by 50%
  • Ensured quality customer service by answering customer questions and complaints, supervised front desk operations
  • Maintained customer satisfaction as well as retained client business by offering excellent customer service even in difficult calls

Senior Vacation Specialist

Bluegreen Vacation Club
Indianapolis, IN
01.2016 - 01.2018
  • Consulted with clients and provide appropriate information regarding travel services, routes, reservations, and other available services
  • Served as a resource for technical booking and destination knowledge for new agents, teams, and clients
  • Managed daily office operations including booking hotel and travel accommodations for both domestic and international clients

Education

Bachelor's Degree - Business Administration

Ivy Technical Community College
01.2016

Skills

  • Outdoor& Firearm gear support
  • Data Entry
  • Email correspondence
  • Product Education
  • Complaint Handling
  • Problem Resolution
  • Order Processing
  • Documentation And Reporting
  • Customer Relations
  • Customer service excellence
  • Payment Processing
  • Quality Assurance
  • Appointment Scheduling
  • Customer Service
  • Inbound Customer Service

Accomplishments

  • Raised $13,000 for Women Cancer Awareness.
  • Received Owner Services Mentor Certification.
  • Presented at the Mothers Against Drunk Driving.

Leadership Experience

  • Promoted to team lead of online car sales at Carmax.
  • Awarded salesperson of the month 3 months in row.
  • Supervised 2nd tier Omni Center team.

Timeline

TRT Customer Care Specialist

Opticsplanet
10.2023 - Current

Customer Resolution Specialist - Tier 2

Walmart
01.2021 - 08.2023

Customer Experience Consultant

Carmax
01.2019 - 01.2020

Senior Vacation Specialist

Bluegreen Vacation Club
01.2016 - 01.2018

Front Office Manager

Patriarch Media Group
01.2014 - 01.2022

Bachelor's Degree - Business Administration

Ivy Technical Community College

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Essence Garvin