Joycequeline Wooden
Thibodaux,LA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the retail industry. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Care Specialist-Tech Support
Cox Communications
09.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Streamlined processes for quicker response times, resulting in improved customer experiences.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Service Representative
Omni Interactions
01.2023 - 08.2023
- Served as initial contact for basic inbound/outbound client inquiries while following standard scripts and procedures and working under close supervision
- Addressed routine questions and inquiries, escalating more technical issues to the appropriate support team
- Regularly demonstrate most of the seven qualities of exceptional care in serving clients (friendliness, empathy, empowerment, accountability, knowledge, resilience, fairness and providing “plus 1” service)
- Handled customer inquiries and suggestions courteously and professionally.
- Provide prompt, accurate and clear information to clients
- Consulted with senior peers and/or leadership on items that required clarification and/or escalation and learned through those interactions
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed over 50 calls per day.
Coach/Assistant Store Manager
Walmart
10.2008 - 10.2022
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Rotated merchandise and displays to feature new products and promotions.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Reduced shrink by 30%.
Education
Associate of Applied Science - Business Administration
Everest College Phoenix
Tempe, Arizona04.2011
High School Diploma -
Donaldsonville High School
Donaldsonville, LA05.2003
Skills
- Data entry
- Compliant documentation
- Researching
- Call Volume and Quality Metrics
- Issue and Complaint Resolution
- Problem-Solving
- Work Planning and Prioritization
- Customer Service Management
- Operations Oversight
- Problem Anticipation and Resolution
- Typing Proficiency
- Understanding Customer Needs
Certification
- Interview and Interrogation Techniques Training - 2017
Accomplishments
- Led team to achieve Shrink and Safety targets, earning recognition from upper management.
- Recognized as Employee of the quarter in 2012, 2017, and 2018, for outstanding performance and team contributions.
Timeline
Customer Care Specialist-Tech Support
Cox Communications
09.2023 - Current
Customer Service Representative
Omni Interactions
01.2023 - 08.2023
Coach/Assistant Store Manager
Walmart
10.2008 - 10.2022
Associate of Applied Science - Business Administration
Everest College Phoenix
High School Diploma -
Donaldsonville High School