Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

NaQueena Winn-Maduekwe

Groesbeck,Texas

Summary

Dedicated Customer Service Representative with a proven track record in delivering exceptional support and resolving inquiries efficiently. Strong communication and problem-solving skills contribute to enhanced customer satisfaction and loyalty. Recognized for the ability to demonstrate empathy while effectively resolving issues, fostering positive relationships. Aiming to leverage expertise in customer service operations to drive team performance and share best practices.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

TEKsystems
Hanover, MI
10.2024 - Current
  • Cultivated positive connections with clients via pleasant engagements.
  • Provided support for customer inquiries about order status, refunds, and placing new orders.
  • Assisted customers with product selection, ordering, returns, and exchanges.
  • Ensured accurate documentation of all customer interactions, transactions, and feedback for reliable record-keeping.
  • Answered customer inquiries via phone, email, and chat.
  • Displayed professionalism consistently when handling challenging customers.
  • Raised customer satisfaction ratings by addressing inquiries efficiently and recommending optimal solutions.
  • Increased customer happiness by providing knowledgeable and friendly service.
  • Delivered accurate responses to questions on products and services.
  • Achieved a 100% First Contact Resolution (FCR) rate, ensuring customer issues were resolved efficiently.
  • Maintained a 98% Customer Satisfaction (CST) score, reflecting exceptional service quality.
  • Consistently met a 98% Average Handle Time (AHT), optimizing call efficiency and customer experience.

Remote Client Service Representative

Agero
Medford, MA
01.2023 - 03.2024
  • Ensured support by addressing issues and answering questions for stranded drivers.
  • Maintained accurate records of all roadside assistance requests and services provided.
  • Documented customer complaints and reported them to supervisors for resolution.
  • Managed a high volume of emergency calls with professionalism and empathy.
  • Adhered to company safety protocols while performing roadside work activities.
  • Utilized GPS tracking systems to optimize service provider dispatch.
  • Negotiated service rates with providers to ensure cost-effective service delivery.
  • Educated customers on safety protocols while waiting for roadside assistance.
  • Addressed collision notifications, delivering swift and accurate client assistance.
  • Initiated emergency response by contacting 911 and dispatching teams to accidents.
  • Identified vehicle type to facilitate the dispatch of the appropriate tow truck and equipment.
  • Utilized location data and pins to accurately identify customer locations.

Customer Service Representative

American Advisor's Group
Irvine, CA
10.2021 - 08.2022
  • Screened customers to ensure eligibility for reverse mortgage loans before transferring to loan officers.
  • Contacted prospective clients based on customer-generated mortgage loan leads.
  • Screened inbound calls from existing customers to ensure accurate transfer to the appropriate department or loan officer.
  • Educated prospective borrowers on the intricacies of reverse mortgages.

Education

GED -

Mexia High School
Mexia, TX
02-2002

Skills

  • Account updating
  • Order processing
  • Product promotion
  • Data entry
  • Script adherence
  • Data collection
  • Shipping procedures
  • Promotional support
  • Multi-task management
  • Conflict Resolution Expertise
  • Call escalation
  • Document control
  • Punctuality and reliability
  • Building rapport
  • Microsoft PowerPoint
  • Team collaboration
  • Merchandise upselling
  • Shipping and receiving
  • Salesforce CRM system proficiency
  • CRM software
  • Call center operations
  • Paperwork processing
  • Live chat support
  • Refund management
  • Money handling
  • Active listening
  • Relationship building

References

References available upon request.

Timeline

Customer Service Representative

TEKsystems
10.2024 - Current

Remote Client Service Representative

Agero
01.2023 - 03.2024

Customer Service Representative

American Advisor's Group
10.2021 - 08.2022

GED -

Mexia High School

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NaQueena Winn-Maduekwe