Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Justice Waterman

Florence

Summary

Adept at navigating high-stress environments, I enhanced customer loyalty and satisfaction at Teleperformance USA through expert conflict resolution and active listening. My approach, blending critical thinking with comprehensive product knowledge, led to significant improvements in client relations and problem-solving processes, embodying professionalism and empathy in every interaction.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Teleperformance USA
01.2023 - Current
  • Managed challenging situations with a calm demeanor, ensuring professional conduct throughout conflict resolution processes.
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Representative

Alorica
03.2018 - 12.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Responded to customer requests for products, services, and company information.

Customer Service Cashier

Food Lion
06.2014 - 02.2018
  • Kept workspace clean and organized, enhancing customer experience.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Counted money in drawers at beginning and end of each shift.
  • Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
  • Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
  • Answered product questions using knowledge of sales and store promotions.
  • Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
  • Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
  • Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
  • Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
  • Demonstrated versatility by cross-training in various departments throughout the store when required.
  • Offered additional services such as loyalty programs or special promotions to enhance customer engagement.
  • Redeemed coupons to discount purchases.
  • Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.

Education

Diploma -

Hemingway High School
Hemingway, SC

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Conflict resolution
  • Complaint handling
  • Complaint resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Scheduling
  • Follow-up skills
  • Product knowledge
  • Paperwork processing
  • Appointment scheduling
  • Order processing
  • Team development
  • Documentation
  • Data collection
  • Staff training
  • De-escalation techniques
  • Technical support
  • Building rapport
  • Live chat support
  • Dispute resolution
  • Customer education
  • Product and service solutions
  • Order fulfillment
  • Recordkeeping strengths
  • Account updating
  • Research
  • Reading comprehension
  • Spreadsheets
  • Office equipment proficiency
  • Staff education and training
  • Proofreading
  • Retail store support
  • Service standard compliance

Additional Information

My name is Justice Waterman, and I am writing to apply for the Customer Service position. As a Customer Service Representative with over 10 years of experience, I have developed strong customer service skills. Be it handling customer complaints or providing solutions to their problems, I am always willing to go the extra mile. With my exceptional communication skills, passion for providing outstanding customer service, and proven track record in resolving complex issues, I am confident that I would be a valuable asset to your team

Timeline

Customer Service Representative

Teleperformance USA
01.2023 - Current

Customer Service Representative

Alorica
03.2018 - 12.2022

Customer Service Cashier

Food Lion
06.2014 - 02.2018

Diploma -

Hemingway High School

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Justice Waterman