MARY CHISOLM
Augusta,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty. 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
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
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
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
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
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
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
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
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered prompt service to prioritize customer needs.
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
- Processed customer orders and accurately handled payment transactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
Education
Diploma - BILLING AND CODING
Ultimate Medical Academy
Clearwater, FL02-2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Payment processing
- Client relations
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Assertiveness
- Office equipment proficiency
- Proofreading
- Retail store support
- Sales closing
- CRM software
- Information security
- CRM software proficiency
- Travel planning
- Reading comprehension
- Computer proficiency
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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