MARY CHISOLM
Augusta,GA
Overview
17
17
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Turbo Tax
01.2023 - Current
- Answered inbound calls to greet and assist customers with various needs and questions
- Resolved customer inquiries, complaints and issues providing insightful solutions
- Communicated with clients over phone, email and chat platforms
- Relayed new and relevant information to customers and followed up on promises
- Offered products and services to meet customers' needs and goals
CUSTOMER SERVICE REPRESENTATIVE
IES Health IQ
05.2022 - 07.2022
- Navigated multiple systems to identify source of issue
- Returned customer calls and responded to inquiries and complaints
- Offered products and services to meet customers' needs and goals
- Helped team performance by training and mentoring new employees
- Completed paperwork for orders and new service actions
- Documented detailed notes in CRM system to track customer interactions
- Communicated with clients over phone, email and chat platforms
- De-escalated customer complaints using specialized communication techniques
- Answered inbound calls to greet and assist customers with various needs and questions
- Resolved customer inquiries, complaints and issues providing insightful solutions
CUSTOMER SERVICE AGENT
Hulu
03.2022 - 05.2022
- Handled 75% of issues with first call and smoothly coordinated escalations for complex and irate callers
CUSTOMER SERVICE REPRESENTATIVE
Results CX
05.2021 - 09.2021
- Answered inbound calls to greet and assist customers with various needs and questions
- Resolved customer inquiries, complaints and issues providing insightful solutions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Helped team performance by training and mentoring new employees
- Handled escalated callers to reach positive outcomes
- Completed sales payments, refunds and exchanges and issued store credit
- Provided solutions, recommendations and replacements with empathy and positive feedback
- Coordinated with shipping department to meet customer-specific requirements
- Addressed customer concerns and complaints and resolved issues promptly
CUSTOMER SERVICE REPRESENTATIVE
Convergent
09.2020 - 04.2021
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Answered inbound calls to greet and assist customers with various needs and questions
- Provided solutions, recommendations and replacements with empathy and positive feedback
- Resolved product and service issues promptly
- Built strong knowledge of product line to assist customers in selecting products
- Coordinated with shipping department to meet customer-specific requirements
- Handled escalated callers to reach positive outcomes
- Addressed customer concerns and complaints and resolved issues promptly
CUSTOMER SERVICE REPRESENTATIVE
Sitel
02.2020 - 07.2020
- Documented detailed notes in CRM system to track customer interactions
- Navigated multiple systems to identify source of issue
- Helped team performance by training and mentoring new employees
- Communicated with clients over phone, email and chat platforms
- Handled escalated callers to reach positive outcomes
CUSTOMER SERVICE CASHIER
Lowe's Home Improvement
03.2008 - 12.2019
- Restocked products and merchandise to improve aisle organization and increase sales
- Maintained knowledge of store products and services to offer quality recommendations to customers
- Handled cash, check and card transactions and maintained balanced drawer to facilitate large purchases
- Helped guests find appropriate store locations, services and products
- Issued and evaluated receipts to check order accuracy
- Helped customers use stamps, coupons and gift cards during transactions
- Trained new employees on handling transactions, providing quality customer service and adhering to store procedures
- Assisted customers with product refunds and returns
- Identified product prices using barcodes, scanners and store databases
- Returned out-of-place products to appropriate aisles or displays
- Redeemed stamps, coupons and vouchers in exchange for merchandise
- Addressed common questions about store products
- Restocked and front-faced shelves with merchandise
- Chatted to customers at checkout for friendly and personalized service
- Wrapped and prepared customer purchases for carry-out or delivery
Education
Diploma - BILLING AND CODING
Ultimate Medical Academy
Clearwater, FL02-2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Complaint handling
- Complaint resolution
- Client relations
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- De-escalation techniques
- Building rapport
- Technical support
- Live chat support
- Order fulfillment
- Quality assurance controls
- Sales closing
- POS systems expert
- CRM software
- Delivery scheduling
- Travel planning
- Reading comprehension
- Computer proficiency
Payment processing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CUSTOMER SERVICE REPRESENTATIVE
Turbo Tax
01.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
IES Health IQ
05.2022 - 07.2022
CUSTOMER SERVICE AGENT
Hulu
03.2022 - 05.2022
CUSTOMER SERVICE REPRESENTATIVE
Results CX
05.2021 - 09.2021
CUSTOMER SERVICE REPRESENTATIVE
Convergent
09.2020 - 04.2021
CUSTOMER SERVICE REPRESENTATIVE
Sitel
02.2020 - 07.2020
CUSTOMER SERVICE CASHIER
Lowe's Home Improvement
03.2008 - 12.2019
Diploma - BILLING AND CODING
Ultimate Medical Academy