NALINE SMALLS
CSR
HOLLIS,N.Y
Summary
Knowledgeable customer service representative with solid background in customer service roles and proven track record of resolving customer inquiries efficiently. Skilled in handling high-volume call environments and notching up positive customer feedback. Demonstrated strengths in active listening and problem-solving, consistently enhancing customer satisfaction. Self-motivated and true team player.
Overview
14
14
years of professional experience
Work History
CSR Manager / Taxes
RT SOFTWARE INC
02.2013 - 01.2024
- Built and trained a customer service team that successfully reduced waiting times and inquiries
- Document customer's interactions to obtain information promptly
- A team-player who ensures that tasks are completed carefully and efficiently
- Evaluating and addressing customer feedback, developing and implementing strategies to improve customer satisfaction, and ensuring the company's standing and profits
- Created and monitor schedules to ensure efficiency
- Maintaining high standards, maintaining a professional demeanor
- Consistently assumed additional responsibilities and worked extended hours to meet deadlines.
- Creating genuine connections with customers
- Identifying, analyzing and evaluating data.
- Assisting customers with filing their tax returns & ensuring accuracy on various tax forms
- Verifying all eligible tax credits and supporting worksheets
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Effective communication orally and in writing
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Transfers/Inventory & Customer Service
Cookies Kids Department Store
01.2011 - 02.2013
- Recorded data manually and by using the computer
- Maintained accurate documents, a clean organized warehouse and tracked inventory movements using inventory control systems
- Verified inventory by comparing the items to the physical counts of stock
- Packed and unpacked items to be stocked within the assigned areas
- Inventory Control: Responsible for maintaining inventory production, quality and efficiency levels implementing corrective action as required
- Completed manual labor tasks, which involved carrying weights up to 50lbs
- Communicating and resolving customer's concerns and queries
- Handling high flow of currency or credit card transactions quickly and efficiently
- Open availability for all shifts including open & closing
Sales Representative
VIM
12.2010 - 06.2012
- Handling high flow of currency or credit card transactions quickly and efficiently
- Handling inventory
- Counted end of shift cash receipts to ensure accuracy with paper receipts
- Maintained high standards of customer service during high volume, and fast-paced operation
- Served as key holder for opening and closing store
- Communicating with different customers from all backgrounds
Volunteer
Bronx Community College Library
06.2010 - 02.2012
- Scan and reshelf borrowed merchandise
- Organize and categorized books by reading level, genres, authors, etc
- Assist adults and children to find reading materials of their needs
- Maintained a safe and clean environment within my department
Education
Credits - Forensic Sciences
BRONX COMMUNITY COLLEGE
Bronx, NY09.2014
Skills
- Customer service
- Complaint handling
- Documentation
- Professional telephone demeanor
- Critical thinker
- Researching skills
- Computer literacy
- Microsoft Office
- Adobe platforms
- Flexible team player
Timeline
CSR Manager / Taxes
RT SOFTWARE INC
02.2013 - 01.2024
Transfers/Inventory & Customer Service
Cookies Kids Department Store
01.2011 - 02.2013
Sales Representative
VIM
12.2010 - 06.2012
Volunteer
Bronx Community College Library
06.2010 - 02.2012
Credits - Forensic Sciences
BRONX COMMUNITY COLLEGE
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