Mechel’la Billings
Orlando ,FL
Summary
Proven Customer Service Representative at Concentrix, Adept in conflict resolution and Microsoft Office Suite, enhanced customer loyalty through empathetic service and efficient problem-solving. Excelled in high-stress situations, significantly improving customer satisfaction. Versatile and skilled in both interpersonal communication and technical tasks, consistently exceeding service standards.
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.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Concentrix
Orlando , FL
07.2016 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- 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.
Cashier
Walmart
Orlando, FL
06.2010 - 07.2016
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Stocked, tagged and displayed merchandise as required.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
Education
High School Diploma -
Jones High School
Orlando, FLSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Product knowledge
- Appointment scheduling
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
Timeline
Customer Service Representative
Concentrix
07.2016 - Current
Cashier
Walmart
06.2010 - 07.2016
High School Diploma -
Jones High School