Narira Ellis
Atlanta,GA
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, demonstrated during my tenure at SP Plus Parking. Expert in problem-solving and Microsoft Excel, I've significantly improved processes and customer loyalty through critical thinking and effective communication. My background spans customer service, auditing, and logistics, making me a versatile asset to any team. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
SP Plus Parking
09.2023 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and improving overall user experience.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Receiving Clerk
Electrolux
12.2019 - 07.2022
- Reduced errors and discrepancies by meticulously verifying shipment contents against purchase orders and invoices.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Ensured timely delivery of materials to appropriate departments, contributing to smooth operations throughout the company.
- Double-checked cargo inventories and documentation for accuracy.
- Double checked records, daily reports, and inventory transactions to identify and correct variances.
- Maintained accurate computer records of materials weights, bill amounts, and identified variances.
- Generated periodic reports to track shipment activities and prepare for delays.
- Reviewed order data to verify transactions and shipping dates.
- Processed invoices and order forms for goods received and shipped for proof of transactions.
Order Processor
Drive Medical
02.2018 - 11.2019
- Enhanced customer satisfaction by ensuring accurate and timely order fulfillment.
- Input order information into system and updated customer accounts to document and track customer orders.
- Examined orders to confirm accuracy, completeness and adherence to customer requirements.
- Maintained a high level of accuracy while entering orders into the system, ensuring proper billing and shipping information.
Auditor
XPO Logistics
07.2014 - 03.2016
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Ensured compliance with regulatory requirements by performing regular audits and staying up-to-date on industry standards.
- Streamlined audit processes, improving efficiency and reducing time spent on each audit engagement.
- Followed established auditing processes to meet internal and regulatory requirements.
- Developed audit policies, guiding administrative and technical functions.
- Prepared working papers, reports and supporting documentation for audit findings.
Education
GED -
Atlanta Adult Learning Center
East Point Ga02.1998
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Money handling abilities
- Microsoft Excel
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
- Appointment Scheduling
- Order Processing
- Microsoft PowerPoint
- Prioritization
- Building rapport
- Technical Support
- Clerical Support
- Recordkeeping strengths
- Reading Comprehension
- Medical terminology knowledge
- Shipping and Logistics
- Warehousing functions
- Shipping procedures understanding
Timeline
Customer Service Representative
SP Plus Parking
09.2023 - Current
Receiving Clerk
Electrolux
12.2019 - 07.2022
Order Processor
Drive Medical
02.2018 - 11.2019
Auditor
XPO Logistics
07.2014 - 03.2016
GED -
Atlanta Adult Learning Center
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