LaTreveon Breweer
Loganville,GA
Summary
Effective professional with strengths in leadership and conflict-resolution excels in making customers feel heard. Quickly builds rapport with customers and makes sincere effort to understand and address concerns quickly. Collaborative approach to problem-solving results in increased customer and employee satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Service Representative Team Lead
Hancock Claims Consultants
Alpharetta, Georgia
05.2020 - Current
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Monitored customer service team to assess knowledge, tone, and adherence to company policy.
- Cross-trained staff members, resulting in increase in customer satisfaction ratings.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Guided employees in handling difficult or complex problems.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Resolved customer complaints or answered customers' questions.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Assessed team workloads to ensure adequate coverage during peak periods of demand.
- Performed quality assurance audits of calls handled by representatives.
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Promoted clean, safe, friendly work environment for employees and guests.
- Facilitated team building activities to promote collaboration among staff members.
- Coordinated schedule to maintain appropriate staff coverage.
- Resolved escalated customer complaints in a timely manner.
- Trained staff to provide excellent customer service to challenging customers.
- Maintained accurate records of employee attendance, vacation days and sick leave requests.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Maintained up-to-date knowledge about products and services offered by the company.
- Researched and prepared reports required by management or governmental agencies.
- Coordinated closely with other departments to ensure customer inquiries were resolved quickly and efficiently.
- Delegated work to staff, setting priorities and goals.
- Recognized by management for providing exceptional customer service.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Maintained updated knowledge through continuing education and advanced training.
- Conducted testing of software and systems to ensure quality and reliability.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Customer Service Representative
Whirlpool Call Center
Remote , Indiana
02.2017 - 05.2020
- Collected deposits or payments and arranged for billing.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contacted customers about potential service upgrades, new services and account changes.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries via phone, email, and chat.
- Updated system with order specifics and customer details, preferences, and billing information.
- Resolved customer complaints promptly and efficiently.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Updated databases with new and modified customer data.
- Implemented innovative methods for streamlining the customer service process.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Provided exceptional customer service to ensure customer satisfaction.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Promoted available products and services to customers during service, account management and order calls.
Education
High School Diploma -
Lithonia High School
Lithonia, GA05-2005
Skills
- Team management
- Inbound and outbound calls
- Tech support
- New process integration
- Performance evaluations
- Data entry
- Product knowledge
- Staff monitoring
- Customer service analysis
- HR support
- Skill development
- Production goal setting
- Timekeeping administration
- Continuous improvement
- Issue resolution
- Team coaching
- Call center experience
- Complaint handling
Timeline
Customer Service Representative Team Lead
Hancock Claims Consultants
05.2020 - Current
Customer Service Representative
Whirlpool Call Center
02.2017 - 05.2020
High School Diploma -
Lithonia High School