Octavia Herron
Olive Branch,MS
Summary
Bachelor of science in criminal justice in computer forensics and Customer Service with 12 years experience able to bring 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. team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Shipping Packer/Trainer Assistant
Amazon Mem6
09.2020 - Current
- Regularly communicated with supervisors regarding any issues or concerns related to the packing process, contributing to a collaborative work environment.
- Demonstrated flexibility in adapting to changes in daily workload demands, effectively prioritizing tasks based on urgency and importance.
- Coordinated with shipping carriers to ensure prompt pick-up of outgoing shipments, minimizing delays in delivery times.
- Implemented quality control checks on outgoing shipments, reducing customer complaints related to incorrect orders or damaged items.
- Trained new packers on best practices for safe and effective product handling, improving overall team performance.
- Maintained neat and organized work area to safeguard items and comply with cleanliness standards.
- Trained new employees on proper packing and labeling techniques and to apply best practices.
- Developed and executed performance management programs to increase employee engagement and productivity.
Customer Service Representative
Landau Uniforms
08.2019 - 09.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Embroidery Machine Operator
Landau Uniforms
08.2019 - 09.2020
- Consistently met tight deadlines while maintaining a high level of quality control over finished embroidered pieces.
- Designed proof sample to submit to client for approval.
- Maintained a clean and organized work environment, ensuring safety compliance and efficient workflow.
- Maximized productivity through skillful prioritization of tasks based on urgency and complexity of each project.
- Increased efficiency with effective thread color changes and machine adjustments for various projects.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
Call Center Representative/ Customer Service Representative
Disney
09.2016 - 08.2019
- Responded to customer calls and emails to answer questions about products and services.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Trained staff on operating procedures and company services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative/Computer Operator
WYNIT
08.2015 - 09.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor of Science - Computer Forensics
Strayer University
Washington, DC08.
High School Diploma -
Olive Branch High School
Olive Branch, MS05.2014
Skills
- Microsoft Word
- Microsoft Excel
- Able to lift object
- Microsoft Power Point
- General math skills
- Picker/Material Handler Experience
- General warehouse experience
- Scanner Gun Experience
- Warehouse Safety
- Order Picking
- Efficient Packing
- Shipping and receiving
- Labeling
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Customer satisfaction measurement
- Data Entry
- Customer Support
- Problem-solving skills
- Call Center Customer Service
- Resolving issues
- Communicating with clients
- Calm Under Pressure
- Understanding Customer Needs
- Problem Resolution
- Answering questions
- Computer Skills
- Calm and Professional Under Pressure
- Teamwork and Collaboration
- Time Management
- Resolving Problems
- Call Transfers
- Quality standards and protocols
- Customer Satisfaction
- Office equipment proficiency
- Employee coaching
Timeline
Shipping Packer/Trainer Assistant
Amazon Mem6
09.2020 - Current
Customer Service Representative
Landau Uniforms
08.2019 - 09.2020
Embroidery Machine Operator
Landau Uniforms
08.2019 - 09.2020
Call Center Representative/ Customer Service Representative
Disney
09.2016 - 08.2019
Customer Service Representative/Computer Operator
WYNIT
08.2015 - 09.2016
Bachelor of Science - Computer Forensics
Strayer University
High School Diploma -
Olive Branch High School
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