Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Naarah Drake

Vicksburg,MS

Summary

Adaptable and reliable professional with 5+ years spanning retail management, in-store operations, and remote customer support. Known for building rapport quickly, streamlining processes, and exceeding performance targets. Fast learner available immediately to bring a proactive mindset and versatile skillset to any team.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Sutherland Global
05.2022 - 2024
  • Handled 50+ inbound customer interactions daily via phone, email, and chat, maintaining a 95% satisfaction rating
  • Achieved average handle time 15% below target through efficient call scripting and active listening
  • Managed case documentation in Salesforce CRM, reducing resolution time by 30%
  • Collaborated with technical and billing teams via Slack and Microsoft Teams, improving first-contact resolution by 12%
  • 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.

Receptionist

Drake & Collenberg Law
01.2018 - 01.2021
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered 30+ phone daily and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.

Manager

61 Fish Market
05.2016 - 01.2021
  • Directed daily operations for an eight-member team, enforcing health and safety standards with zero violations
  • Implemented a dynamic scheduling system that improved staffing efficiency by 15%
  • Onboarded and coached new hires, reducing turnover by 20% within six months
  • Designed and executed upsell promotions on seasonal products, lifting monthly revenue by 10%
  • Coordinated community outreach events, increasing local foot traffic by 12%

Education

Bachelor of Science - Psychology

Alcorn State University
Lorman, MS
12-2020

Skills

  • Customer Relationship Building
  • Operations & Inventory Management
  • Virtual & In-Store Sales Support
  • Remote Team Collaboration
  • Conflict Resolution & Communication
  • Point-of-Sale Systems & Cash Handling
  • Performance Optimization & Upselling
  • Time Management & Multitasking
  • Dependability & Punctuality

Accomplishments

  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Languages

English
Native or Bilingual

Timeline

Customer Service Representative

Sutherland Global
05.2022 - 2024

Receptionist

Drake & Collenberg Law
01.2018 - 01.2021

Manager

61 Fish Market
05.2016 - 01.2021

Bachelor of Science - Psychology

Alcorn State University

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