Summary
Overview
Work History
Education
Skills
Awards
Timeline
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Nene Dante

Houston,TX

Summary

Dedicated Retail Service Specialist with over 7 years of expertise in giving every customer top-notch support in various industries. Handles high-volume work with organized approach by staying on top of routine needs and special requests. Offers valuable administrative, technical, customer relations and sales abilities.

Overview

8
8
years of professional experience

Work History

Retail Costumer Service Representative

JPMorgan Chase & Co
01.2021 - Current


  • Develop excellent rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Manage high call volumes while providing exceptional customer support and maintaining professional composure.
  • Effectively communicate complex information in a digestible format for callers of varying levels of banking and technical understanding.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Proficiently and accurately document case communications within Document 360 software.
  • Significantly reduce the number of customers in queue by maintaining an average speed of 70 WPM during data entry and ticket documentation.
  • Demonstrate flexibility in handling systems failures and transition between tasks with ease.
  • Demonstrate adaptability to policy and procedure changes within the company including updates on products and services offered to provide accurate information to customers at all times.
  • Collaborate with team members to share best practices and improve overall team performance in meeting targets.


Customer Service Representative

AT&T
06.2019 - 01.2021
  • Answered inbound calls to assist customers with various product and services
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Remained proficient in explaining customer bills as well as managing billing, rate plan and feature matters for products and services.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Performed complex online and virtual equipment troubleshooting.
  • Documented customer complaints and queries, fast-tracking them for problem resolution.
  • Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
  • Demonstrated self-sufficiency through utilizing various support tools to research and resolved complex customer issues in a virtual setting.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.


Retail Sales Associate

Ross Dress For Less
05.2016 - 06.2019
  • Performed cash, card and check transactions securely minimizing discrepancies and potential losses.
  • Processed refunds and exchanges in accordance with company policy.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Handled high volume transactions during peak periods without compromising service quality or accuracy.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Teamwork to replenish sales floor merchandises and organize shelves, racks and bins for optimal appearance.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Scored 95% or higher on weekly cash register performance evaluations.
  • Awarded "employee of the month" twice in 2018.


Education

Bachelor Of Science (B.S.) In Information Technology Management -

Western Governors University
Salt Lake City, UT

Master Of Science (M.S.) In Data Analytics Candidate -

Western Governors University
Salt Lake City, UT
06.2024

Skills

  • Customer Satisfaction and Retention
  • Issue and Resolution Tracking
  • Phone and online customer support
  • POS payments processing and handling
  • Software and Hardware Troubleshooting
  • Microsoft Office
  • 70 WPM data entry speed
  • Product and service knowledge
  • Oral and written Communication
  • Multitasking and Organization
  • Collaborative Team player

Awards

  • Phi Theta Kappa Honor Society Member
  • The National Society of Leadership and Success Honor Society Member

Timeline

Retail Costumer Service Representative

JPMorgan Chase & Co
01.2021 - Current

Customer Service Representative

AT&T
06.2019 - 01.2021

Retail Sales Associate

Ross Dress For Less
05.2016 - 06.2019

Bachelor Of Science (B.S.) In Information Technology Management -

Western Governors University

Master Of Science (M.S.) In Data Analytics Candidate -

Western Governors University

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Nene Dante