Octavea Burnett
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
DHL Supply Chain
07.2023 - Current
- Maintained personnel records and updated internal databases to support document management.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Collected, validated, and distributed information to employees.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Stay at Home Mother/Student
Stay At Home Mother/Student
07.2022 - 06.2023
- Manage multiple schedules for a household of two adults and five children.
- Balancing caregiving duties with freelance work using time management strategies.
- Establish budgets for utilities, food, and other necessities to maintain fiscal responsibility.
- Create and implement daily routines for effective scheduling.
- Coordinate medical appointments for all family members and follow up with health care providers.
Reservation Specialist
Marriott
05.2022 - 07.2022
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Assisted customers with making reservations and entered reservation details into computer system.
- Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
- Answered approximately [200-300] phone calls and emails regarding customers inquires, concerns and complaints per day.
Account Expert
T-Mobile
03.2018 - 12.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Telephone Interviewer
NORC At The University Of Chicago
03.2021 - 10.2021
- Gathered data and insights from participants during telephone interviews.
- Administered phone interviews to survey participants.
- Followed call center protocols when notifying participants of call purpose and use of information.
- Documented records of call information.
- Coded data from participant interviews.
- Conducted interviews with participants to assess eligibility.
Customer Service Representative
Fanueil
08.2017 - 11.2017
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Sales Marketer
Watersource Technology
08.2017 - 11.2017
- Tracked sales data to understand current trends and proactively capitalize on emerging opportunities.
- Helped optimize marketing strategies by contributing relevant information, ideas and research.
- Exceeded targets consistently, pursuing multiple prospecting avenues to keep leads and sales high.
- Passed out informational brochures at businesses to connect with potential customers and increase brand awareness.
Telephone Interviewer
NORC At The University Of Chicago
09.2016 - 06.2017
- Gathered data and insights from participants during telephone interviews.
- Administered phone interviews to survey participants.
- Followed call center protocols when notifying participants of call purpose and use of information.
- Documented records of call information.
Retail Associate
Walmart
09.2015 - 04.2016
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained clean sales floor and straightened and faced merchandise.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
Server/Hostess
IHOP
09.2013 - 04.2014
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
Education
No Degree - Psychology
Butler County Community College
El Dorado, KS05.2024
Skills
- Active listening skills
- Communication skills
- Computer skills
- Customer service skills
- Interpersonal skills
- Leadership skills
- Management skills
- Problem-solving skills
- Time management skills
- Transferable skills
Timeline
Customer Service Representative
DHL Supply Chain
07.2023 - Current
Stay at Home Mother/Student
Stay At Home Mother/Student
07.2022 - 06.2023
Reservation Specialist
Marriott
05.2022 - 07.2022
Telephone Interviewer
NORC At The University Of Chicago
03.2021 - 10.2021
Account Expert
T-Mobile
03.2018 - 12.2021
Customer Service Representative
Fanueil
08.2017 - 11.2017
Sales Marketer
Watersource Technology
08.2017 - 11.2017
Telephone Interviewer
NORC At The University Of Chicago
09.2016 - 06.2017
Retail Associate
Walmart
09.2015 - 04.2016
Server/Hostess
IHOP
09.2013 - 04.2014
No Degree - Psychology
Butler County Community College
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