Customer Service
Melody Littles
Office Assistant
Laurinburg,NC
Summary
Obtain a qualifying long term position with advancement opportunities. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
25
25
7
7
years of post-secondary education
Work History
Call Center Customer Service Representative
EZ Pass
Harrisburg, PA
07.2021 - 08.2022
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Communicated courteously with customers by telephone, email, or chat systems.
- Updated existing customer information as needed in company databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained strong call control and quickly worked through scripts to address problems.
- Maintained accurate records of customer interactions and transactions.
- Offered resolutions to de-escalate calls and solve customer issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Validated credit card transactions with accuracy
- Aided customers in resetting password and or pin
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Answered incoming customer calls regarding product inquiries, orders, and complaints.
- Updated customer accounts, addresses and contact information within call management databases.
- Utilized problem-solving techniques when resolving challenging customer issues.
- Adhered to all company policies and procedures related to customer service.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Consulted with customers regarding needs and addressed concerns.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated customers on product features and benefits that best suit their needs.
- Used available resources to provide efficient and accurate solutions for customer service requests.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Participated in training sessions to stay current on changes in products and services.
- Assisted customers in navigating webpages for online purchases or account setup.
- Offered support for technical problems associated with products or services purchased by the customer.
- Built sustainable relationships and engaged customers by going extra mile.
- Suggested solutions when a product malfunction was reported by the customer.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Contacted customers about potential service upgrades, new [Type] services and account changes.
- Resolved customer issues in a timely manner.
- Demonstrated excellent listening skills while interacting with customers.
- Provided customers with product and service information.
Cashier
Goodwill Industries
Fayetteville , NC
03.2020 - 03.2021
- Performed daily opening and closing procedures for the register area.
- Developed strong working relationships with team members to foster collaboration.
- Processed refunds and exchanges according to company policy.
- Assisted customers with locating items within the store when requested.
- Supported other teams when necessary, such as stocking shelves or bagging.
- Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
- Answered customer questions and provided store information.
- Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
- Monitored checkout counters and self-checkout areas to assist with complex transactions.
- Processed refunds for worn, damaged and broken merchandise.
- Processed customer payments quickly and returned exact change and receipts.
- Welcomed customers, offering assistance to help find store items.
- Counted and balanced cashier drawers.
- Answered phone calls to assist customers with questions and orders.
- Ensured compliance with all safety regulations while performing tasks.
- Provided guidance to cashiers on how to accurately ring up customers' purchases.
- Monitored cashier performance, providing feedback as needed.
- Processed payments promptly for customers to exceed productivity standards.
- Recognized potential theft or fraud attempts by monitoring suspicious behavior.
- Coordinated with other departments when additional support was needed during peak hours.
- Identified discrepancies between actual sales figures and expected totals.
- Conducted inventory audits to ensure accuracy of product levels in the register area.
- Rotated and merchandised products at point-of-sale to improve impulse buy rate.
- Helped customers find specific products, answered questions, and offered product advice.
- Prepared cash deposits and balanced store safe for opening and closing of business.
Security Checkpoint Associate
Andy Frain Security
Aurora, IL
05.2019 - 05.2019
- Tracked visitors entering and exiting the facility using visitor logs and ID verification processes.
- Maintained high levels of alertness throughout shifts.
- Provided friendly and professional assistance to employees, visitors and customers.
- Monitored gate access during events to preserve order and promote security.
- Searched bags manually to identify prohibited items and contraband during professional women's golf events.
Student Assistant (Work Study Program)
Sandhills Community College
Pinehurst, NC
12.2014 - 06.2015
- Provided administrative support such as filing, photocopying, scanning, faxing, and sorting mail.
- Assisted students with general inquiries and provided guidance to help them navigate the school's resources.
- Graded exams, assignments and essays and recorded grades.
- Tutored students in course material to improve comprehension.
- Organized files in an efficient manner so that they are easily accessible when needed.
- Followed school schedules and policies to promote safety and learning.
- Prepared reports, presentations and articles using Microsoft Word and PowerPoint.
- Distributed textbooks, workbooks, papers and pencils to students.
- Served as liaison between classroom teacher and students to obtain and return class work and homework.
- Managed office supplies inventory by ordering materials when necessary and tracking usage.
- Developed and maintained accurate records of student data, including grades and attendance.
- Guided and encouraged students to develop positive attitudes toward learning.
- Proctored examinations and monitored for cheating.
- Coordinated travel arrangements for faculty members attending conferences or workshops off-campus.
- Prepared lesson materials, bulletin board displays, exhibits and demonstrations to assist teachers in classroom preparation.
Education
Associate of Applied Science - Office Administration
Richmond Community College
Hamlet, NC 01.2016 - 05.2020
High School Diploma -
Douglas Byrd High School
Fayetteville, NC 09.1985 - 06.1988
Skills
- Customer Service
- Call Center Operations
- Call Handling
- Data Entry
- Customer Inquiries
- Customer Needs Assessment
- Call Center Customer Service
- Telephone Skills
- Computer Literacy
- Problems Solving
- Multitasking
- Office Application Certificate Microsoft Office/Word
- Records Management
- Call Select
- Call Center Customer Service
- Customer Satisfaction
- Payment Processing
- Account Updating
- Professional Phone Voice
- Personal Computer
- Typing 50 and Editing
- Documentation and Reporting
- Customer Correspondence
- Bill Practices
- Payment Acceptance
- Credit and Collections
- Team Oriented
- Balance Management
- MicroSoft Word
- Making Contacts
- Process Payments
- Till Counting
- Computer Literacy
- Problem-Solving
- Multi-tasking
- Office Applications
- Records Management
- Personal Computer
Certification
- Certificate Medical Administrative Assistant
- Certificate Office Administration
- Certificate MIcrosoft Office
- QuickBooks
References
References available upon request.
Timeline
Call Center Customer Service Representative
EZ Pass
07.2021 - 08.2022
Cashier
Goodwill Industries
03.2020 - 03.2021
Security Checkpoint Associate
Andy Frain Security
05.2019 - 05.2019
Associate of Applied Science - Office Administration
Richmond Community College
01.2016 - 05.2020
Student Assistant (Work Study Program)
Sandhills Community College
12.2014 - 06.2015
High School Diploma -
Douglas Byrd High School
09.1985 - 06.1988
- Certificate Medical Administrative Assistant
- Certificate Office Administration
- Certificate MIcrosoft Office
- QuickBooks
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