Olivia Hill
Cameron ,NC
Summary
Dynamic Customer Service Member enhancing customer satisfaction through effective problem resolution and data analysis. Skilled in relationship building and complaint handling, I fostered a collaborative team environment while optimizing client success processes, leading to improved service delivery and client retention.
Overview
6
6
years of professional experience
Work History
Customer Success Agent
Instant Teams
04.2023 - 10.2024
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Analyzed performance data to identify trends and areas of opportunity for both individual agents and overall team improvement.
- Contributed to a positive work culture by actively participating in team meetings, sharing best practices, and offering constructive feedback.
- Facilitated successful onboarding experiences for new clients by providing comprehensive training and support materials.
Cashier
Army MWR
Fort Bragg, NC
03.2019 - 04.2020
- Mentored junior agents, providing guidance and support to help them develop their skills and achieve success within the company.
- Served as a trusted advisor for key accounts, ensuring they received personalized attention throughout their engagement journey.
- Optimized the client success process by proactively identifying and eliminating potential bottlenecks, leading to more efficient service delivery.
- Developed customized success plans for clients based on their unique needs, goals, and challenges.
- Assisted in the development of targeted marketing campaigns designed to increase brand awareness among potential clients.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
Education
Post-Degree Certificate - Billing And Coding
DeVry University
USAssociate Of Health Science - Pre Nursing
South College
Knoxville, TN03.2021
General Education -
MCMINN COUNTY HIGH SCHOOL
Athens, TN04.2012
Skills
- Creativity and innovation
- Brand awareness
- Email etiquette
- Pipeline management
- Customer service excellence
- Complaint handling
- Inbound call answering
- Teamwork
- Customer service
- Problem-solving
- Time management
- Multitasking
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
- Organizational skills
- Team collaboration
- Calm under pressure
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Money handling
- Decision-making
- Problem resolution
- Teamwork skills
- Relationship building
- Customer relations
- Phone etiquette
- Microsoft office
- Call center experience
- Team building
Timeline
Customer Success Agent
Instant Teams
04.2023 - 10.2024
Cashier
Army MWR
03.2019 - 04.2020
Post-Degree Certificate - Billing And Coding
DeVry University
Associate Of Health Science - Pre Nursing
South College
General Education -
MCMINN COUNTY HIGH SCHOOL