Joyce Nelson
Norfolk,VA
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
9
9
years of professional experience
Work History
CALL CENTER REPRESENTATIVE
Portfolio Recovery Associates
Norfolk, VA
03.2024 - Current
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Collected deposits or payments and arranged for billing.
DELIVERY DRIVER
DoorDash
Norfolk
- Current
- Loading, transporting, and delivering items to clients or businesses in a safe, timely manner
- Reviewing orders before and after delivery to ensure that orders are complete, the charges are correct, and the customer is satisfied
- Assisting with loading and unloading items from vehicles.
FOOD SERVICE WORKER
Chick-fil-A
Norfolk, VA
08.2023 - 12.2024
- Assisted in the preparation of food items according to recipes and instructions.
- Cleaned kitchen areas, equipment and utensils.
- Stocked supplies such as food, dishes, utensils, and cleaning materials.
- Served meals to customers in a friendly and courteous manner.
- Greeted customers upon arrival in the dining area.
- Delivered food orders promptly and accurately to guests tables.
- Prepared beverages such as coffee, tea, soda..
- Maintained cleanliness standards for all service areas including dining room, kitchen and storage areas.
- Checked temperatures of freezers, refrigerators and heating equipment to ensure proper functioning.
- Adhered to safety procedures when handling sharp objects or hazardous materials.
- Monitored inventory levels of food items used during meal services.
- Replenished condiments at customer tables as needed.
- Responded promptly to customer inquiries regarding menu items or special requests.
- Operated cash register to process cash, check and credit card transactions.
PERSONAL SHOPPER
Amazon Flex
Virginia Beach
10.2021 - 09.2023
- Duties include shopping the store for customers using a mobile phone
- Prepare grocery orders for delivery
- Check for order quality
- Use technology like computers, smartphones, manage apps, and scan bar codes
- Communicate with customers about their orders through the app
- Lift up to 49 pounds
- Stand and walk during shifts lasting up to five hours
- Push, pull, squat, bend, and reach during shifts with or without reasonable accommodation
- Go up and down stairs (where applicable)
- Handle a variety of products, including meat and alcohol.
CUSTOMER SERVICE REPRESENTATIVE
QVC
CHESPEAKE
08.2015 - 11.2020
- Duties include interacting with customers to provide information in response to inquiries about products and services and to handle and resolve complaints
- Effectively managed a high-volume of inbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Mastered customer service database
- Assisting customers with purchases, assisting customers with financial transactions, collecting past due payments from customers for QVC's credit card, helping customers with any problems they may be having online, with any of QVC's affiliate's, with delivery services, and ensuring customers satisfaction.
Education
High school -
Norview High School
06.2011
Skills
- Customer Service
- Call Center
- Customer Support
- Customer Care
- Delivery driver experience
- Route driving
- Driving
- Load & unload
Timeline
CALL CENTER REPRESENTATIVE
Portfolio Recovery Associates
03.2024 - Current
FOOD SERVICE WORKER
Chick-fil-A
08.2023 - 12.2024
PERSONAL SHOPPER
Amazon Flex
10.2021 - 09.2023
CUSTOMER SERVICE REPRESENTATIVE
QVC
08.2015 - 11.2020
DELIVERY DRIVER
DoorDash
- Current
High school -
Norview High School