Maria Hairston
Sherwood,AR
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
21
years of professional experience
Work History
Retention Customer Service Representative
AT&T Mobility
03.2020 - 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.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Updated account information to maintain customer records.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Customer Care Representative
Continuum (Verizon)
06.2015 - 12.2019
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Logged call information and solutions provided into internal database.
Resident Advisor
Dorcas House (Battered Women's Shelter)
08.2009 - 03.2012
- Supported personal needs of residents dealing with diverse conditions.
- Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
- Facilitated floor meetings to discuss concerns, review complaints, and convey information about policy changes.
- Solved grievances and complaints by collaborating with residents.
- Strategized to improve resident care and satisfaction and held weekly meetings with directors to advocate for resident needs.
- Promoted positive relations between residents and staff.
Recovery Support Specialist
Recovery Centers Of Arkansas
03.2006 - 10.2009
- Documented case management activity for accurate, reliable records.
- Maintained client confidentiality and adhered to HIPAA guidelines.
- Assessed individuals' needs and planned bespoke recovery programs to achieve personalized goals.
- Supported clients with compassionate, empathetic face-to-face counseling.
- Tracked client participation in treatment services to identify attendance issues.
Collections Specialist
GC Services Call Center
02.2003 - 04.2005
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Established relationships with customers to encourage payment of delinquent accounts.
- Analyzed customer financial records to determine appropriate payment plan.
Education
High School Diploma -
JA Fair High School
Little Rock, AR03.2021
Associate of Arts - All Required
Pulaski Technical College
North Little Rock, AR05.2020
Skills
- Account Management
- Microsoft PowerPoint
- Credit Card Payment Processing
- Customer Experience
- Customer Relations
- Customer Service and Assistance
- Microsoft Word
- Active Listening
- Call Center Operations
- Critical Thinking
- Customer Service
- Conflict Resolution
- Problem-Solving Ability
- Information Updates
- Managing Multiple Task
- Customer Account Management
- Refund Processing
- Conflict Mediation
- Prioritization
- Coordination
- Grammar
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Timeline
Retention Customer Service Representative
AT&T Mobility
03.2020 - Current
Customer Care Representative
Continuum (Verizon)
06.2015 - 12.2019
Resident Advisor
Dorcas House (Battered Women's Shelter)
08.2009 - 03.2012
Recovery Support Specialist
Recovery Centers Of Arkansas
03.2006 - 10.2009
Collections Specialist
GC Services Call Center
02.2003 - 04.2005
High School Diploma -
JA Fair High School
Associate of Arts - All Required
Pulaski Technical College
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