NATASHA Y. NELSON
Clarkston,GA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
29
29
years of professional experience
Work History
Call Center Representative
The Conservatory Of Dance & Fine Arts
01.1995 - Current
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Performed outbound calling campaigns to promote new products or services.
- Maintained high levels of professionalism while interacting with customers via phone or email.
Customer Service Representative
Randstad USA
01.2020 - 03.2022
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Associate of Arts - Business
University of Phoenix
Tempe, AZHigh School Diploma -
Mcnair High School
Atlanta, GASkills
- Call Center Operations
- Customer Service
- Typing 30 WPM
- Interpersonal Skills
- Call Control Skills
- Analytical Abilities
- Communicating With Clients
- Customer Support
- Verbal and Written Communication
- Call Center Customer Service
- Gathering Information
- Problem-Solving Skills
- Professional Phone Voice
- Sales Expertise
- Inbound Phone Call Management
- Customer Communications
- Training Experience
- Prospecting Skills
- Quality Assurance Controls
- Product Knowledge
- Data Entry
- Customer Relationship Management
- Quality Assurance
- Technical Support
- Call Control
- Providing Customer Support
- Resolving Issues
- Call Documentation Skills
- Account Management
- Time Management
- Business Administration
- Project Management
- Travel Coordination
- Policy and Procedure Modification
Accomplishments
Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Customer Interface - Greeted customers upon entrance and handled all cash and credit transactions.
Assisted customers over the phone regarding store operations, product, promotions and orders.
Multi-tasking - Cashiered with two cash registers at once in tandem to maximize customer flow.
Market Research - Interviewed clients via market research surveys to identify product issues and customer
needs.
Sales - Consistently generated additional revenue through skilled sales techniques.
Timeline
Customer Service Representative
Randstad USA
01.2020 - 03.2022
Call Center Representative
The Conservatory Of Dance & Fine Arts
01.1995 - Current
Associate of Arts - Business
University of Phoenix
High School Diploma -
Mcnair High School
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