Margie Willie
Customer Service Representative
Hernando,MS
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
Memphis, TN
02.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Recorded actions taken, issues resolved and information to effectively manage customer accounts.
- Assessed caller accounts to determine service needs and resolve issues.
Customer Service Associate
Lowe’s
Olive Branch, MS
03.2008 - 04.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Executes excellent sales floor merchandising and selling.
- Resolved concerns with products or services to help with retention and drive sales.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Provided information regarding charge accounts and loyalty programs.
Call Center Agent
Arise Call Center
Memphis, TN
05.2014 - 10.2016
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Described product highlights and benefits to help guide purchasing decisions.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Education
High School Diploma -
North Panola High School
Sardis, MS05.2001
Skills
- Order and Refund Processing
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Inbound and Outbound Calling
- Refunds and Returns Management
- Patient and Empathetic
- Establishing and Maintaining Customer Relationships
- Team-Oriented and Cooperative
- Document and Records Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every day you wake u you have one job: to be better than yesterday
Timeline
Customer Service Representative
Internal Revenue Service, IRS
02.2021 - Current
Call Center Agent
Arise Call Center
05.2014 - 10.2016
Customer Service Associate
Lowe’s
03.2008 - 04.2021
High School Diploma -
North Panola High School
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