Mysha Stone
Oklahoma City,OK
Overview
2027
2027
years of professional experience
Work History
Customer Service Representative
VGS
Oklahoma City, OK
05.2021 - Current
- Engaged with diverse clientele, demonstrating empathy and understanding to foster strong relationships and loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Customer Service Representative
NTT DATA Services
Yukon, OK
2017 - 2020
- Initiated feedback loops with customers to gather insights and drive continuous improvement in services.
- Managed high-volume communications effectively, maintaining professionalism under pressure while meeting client needs.
- Analyzed customer feedback trends to identify areas for service enhancement and proactive solutions.
- Directed the onboarding process for new clients, ensuring a smooth transition and exceptional initial experience.
- Implemented quality assurance measures to uphold service standards and enhance customer engagement strategies.
- 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.
Customer Service Representative
SITEL
Norman, Oklahoma
03.2016 - 2017
- Delivered exceptional customer support by resolving inquiries and issues to enhance client satisfaction.
- Coordinated with cross-functional teams to streamline communication processes and improve service delivery.
- Facilitated training sessions for new representatives, promoting best practices in customer interactions.
- Resolved complex customer complaints, utilizing problem-solving skills to turn negative experiences into positive outcomes.
Convergys's
Moore, Oklahoma
02.2012 - 04.2014
- Delivered exceptional customer support by resolving inquiries and issues to enhance client satisfaction.
- Facilitated collaboration among cross-functional teams to enhance communication processes.
- Facilitated training sessions for new representatives, promoting best practices in customer interactions.
- Resolved complex customer complaints, utilizing problem-solving skills to turn negative experiences into positive outcomes.
Jana Farrell and Assoc.
09.2008 - 01.2012
- Delivered exceptional customer support by resolving inquiries and issues to enhance client satisfaction.
- Facilitated collaboration among cross-functional teams to enhance communication processes.
- Facilitated training sessions for new representatives, promoting best practices in customer interactions.
- Managed resolution of intricate customer complaints to enhance satisfaction and foster loyalty through effective problem-solving techniques.
Client Logic
02.2004 - 08.2008
Walgreens Call Center
09.2003 - 01.2004
- Delivered exceptional customer support by resolving inquiries and issues to enhance client satisfaction.
- Fostered teamwork among diverse departments to improve communication efficiency and effectiveness.
- Facilitated training sessions for new representatives, promoting best practices in customer interactions.
- Managed resolution of intricate customer complaints to enhance satisfaction and foster loyalty through effective problem-solving techniques.
Education
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Fredrick A. Douglass High School
General Studies
Oklahoma City Community College
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Customer satisfaction measurement
- Client relations
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Call management
- Follow-up skills
- Paperwork processing
- Appointment scheduling
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Technical support
- Building rapport
- Quality control
- Clerical support
- Customer education
- Multi-line phone talent
- Coordination
- Assertiveness
- Order fulfillment
- Account updating
- Research
- Account management
- Staff education and training
- Quality assurance controls
Timeline
Customer Service Representative
VGS
05.2021 - Current
Customer Service Representative
SITEL
03.2016 - 2017
Convergys's
02.2012 - 04.2014
Jana Farrell and Assoc.
09.2008 - 01.2012
Client Logic
02.2004 - 08.2008
Walgreens Call Center
09.2003 - 01.2004
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Fredrick A. Douglass High School
General Studies
Oklahoma City Community College
Customer Service Representative
NTT DATA Services
2017 - 2020