Liana Little
Detroit,MI
Summary
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.
Overview
11
11
years of professional experience
Work History
Call Center Customer Service Representative
Arise
02.2018 - Current
- Responded proactively and positively to rapid change.
- Generated customer service reports to track customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Educated customers about billing, payment processing and support policies and procedures.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Resolved concerns with products or services to help with retention and drive sales.
- Sought ways to improve processes and services provided.
- Documented and detailed calls and complaints using call center's CRM database.
- Created and maintained detailed database to develop promotional sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Trained new personnel regarding company operations, policies and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Human Resources Assistant
Robert Half
04.2015 - 02.2018
- Responded to employee inquiries regarding benefits and other HR topics.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Converted employee status from temporary to permanent.
- Compiled employee records from individual departments to maintain central files.
- Helped employees register for benefits programs using online portals.
- Coordinated employee training programs to improve productivity and performance.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Tracked various statistics and kept detailed records to support human resources department.
- Created job descriptions on boards for vacant jobs.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Updated and maintained employee attendance records.
Human Resources Assistant
MCM Staffing
03.2014 - 04.2015
- Responded to employee inquiries regarding benefits and other HR topics.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Converted employee status from temporary to permanent.
- Compiled employee records from individual departments to maintain central files.
- Helped employees register for benefits programs using online portals.
- Coordinated employee training programs to improve productivity and performance.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Created job descriptions on boards for vacant jobs.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Updated and maintained employee attendance records.
- Developed and implemented policies and procedures to use for recruitment, employee relations and benefits administration.
- Assisted with creating employee handbooks and manuals.
- Answered and redirected incoming phone calls for office.
- Administered compensation, benefits, and performance management systems at direction of supervisor.
- Set up orientations and initial training for new employees.
Data Entry Clerk
Certified Plus Staffing
02.2012 - 01.2014
- Assisted with developing data entry processes.
- Resolved discrepancies in data entry activities for accurate, complete jobs.
- Conducted audits of existing data entry processes.
- Developed and maintained databases to store customer information.
- Verified accuracy of data entered into system to produce error-free reports.
- Created and maintained data entry logs to track data entry activities.
- Created spreadsheets for more efficient recordkeeping.
- Followed established procedures to enter and process data correctly.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
Education
High School Diploma -
Southfield Lathrup High School
Lathrup VillageSkills
- Membership Inquiries and Renewals
- Documentation
- Database Maintenance
- Keyboarding
- Analytical thinking
- Data entry
- Customer service
- Detail oriented
- Active listening
- Strong communication
Timeline
Call Center Customer Service Representative
Arise
02.2018 - Current
Human Resources Assistant
Robert Half
04.2015 - 02.2018
Human Resources Assistant
MCM Staffing
03.2014 - 04.2015
Data Entry Clerk
Certified Plus Staffing
02.2012 - 01.2014
High School Diploma -
Southfield Lathrup High School