Otealya Babb
Lithonia,GA
Summary
Experienced Customer Service Associate with a strong background in managing customer inquiries, resolving issues efficiently, and providing exceptional support. Proficient in handling high-volume calls, emails, and live chats with a focus on customer satisfaction. Adept at using CRM software and maintaining detailed records of customer interactions. Demonstrates excellent communication and problem-solving skills, contributing to positive customer experience and loyalty. Proven ability to work collaboratively in a team environment and adapt to fast-paced, dynamic settings.
Overview
5
5
years of professional experience
Work History
Customer Service Associate II
Walmart
01.2021 - 04.2024
- Handle customer complaints and issues effectively, aiming for a satisfactory resolution
- Escalate unresolved issues to the appropriate department or manager as necessary
- Follow up with customers to ensure their issues are resolved
- Provide effective email and phone support to customers experiencing issues or requiring immediate coaching with the financial aspects of MatrixCare and its supporting documents
- Assist customers with product selection, order placement, and troubleshooting issues
- Maintain accurate and detailed records of customer interactions, transactions, and feedback
- Prepare reports on customer service activities and performance metrics.
Customer Service Specialist
Wells Fargo
09.2020 - 01.2021
- Delivered exceptional customer service, leading to a 29% growth in customer account size by utilizing effective sales techniques
- Managed and updated client information using HubSpot, ensuring data accuracy and accessibility
- Improved call resolution efficiency by 19%, adeptly handling and appropriately escalating inquiries while maintaining a professional and empathetic demeanor, contributing to a net promoter score exceeding 40
- Gather and document customer feedback to help improve products and services
- Communicate customer feedback to relevant departments for action
- Collaborate with other team members to achieve customer service goals
- Participate in team meetings and training sessions to stay updated on company policies and procedures.
Collections
Hyundai
11.2018 - 10.2020
- Exceeded performance benchmarks by surpassing individual goals for collection efforts, including maintaining a high contact percentage and promises-to-calls ratio, resulting in improved account delinquency rates
- Negotiated payment arrangements with clients to address and resolve account delinquencies, assessing their financial capacity and commitment to pay
- Provided guidance to junior collections representatives, aiding in the management of complex accounts and enhancing the overall effectiveness of the collections team.
Education
Bachelor of Arts -
Johnson C Smith University
Bachelor of Arts -
Lithonia High
05.2004
Skills
- Customer Service
- Customer Support
- Problem Resolution
- Team Collaboration
Timeline
Customer Service Associate II
Walmart
01.2021 - 04.2024
Customer Service Specialist
Wells Fargo
09.2020 - 01.2021
Collections
Hyundai
11.2018 - 10.2020
Bachelor of Arts -
Johnson C Smith University
Bachelor of Arts -
Lithonia High
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