Pearl McCaa
Detroit ,MI
Summary
PROFESSIONAL SUMMARY
Dependable in serving customers, equipped for fast-paced work and changing daily needs. Serves customers effectively with attention to detail and hardworking approach. Seeks out opportunities to go beyond basics, improve processes, and increase customer satisfaction.
SKILLS
Customer Relations Customer Service Excellence Problem-solving Cash-Handling Sales strategy development Sound Decision Making Workload Prioritization Detail-oriented Excellent Multi-tasker. Goal-oriented professional effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, letter, telephone calls and in person. Offering several-year background generating new business by selling various insurance plans.
Overview
10
10
years of professional experience
Work History
Customer Service Advocate
Qualfon Inc.
San Antonio , Tx
11.2023 - 04.2024
- Managed incoming calls from customers in a professional manner.
- Adhered to all company guidelines when interacting with customers.
- Resolved customer complaints via phone, email, mail, or social media.
- Identified potential opportunities to upsell products or services.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Performed follow-up procedures after customer service interaction was completed.
- Analyzed data related to customer service operations such as average handling time per call.
- Tracked performance metrics and identified areas needing improvement in order to meet established targets.
Retail Department Manager
Fallas Paredes Discount Stores
San Antonio, TX
09.2019 - 08.2023
- Provided technical support to customers via phone, email and chat.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Updated databases with new and modified customer data
- Provided top quality control and eliminated downtime to maximize revenue
- Contacted customers about potential service upgrades, new services and account changes.
- Prepared reports detailing key metrics such as response time, resolution rate.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Updated system with order specifics and customer details, preferences, and billing information.
- Responded promptly to all customer inquiries and requests for assistance.
- Followed established protocols for responding to complaints or difficult situations.
- Utilized problem solving skills when faced with complex or unique customer issues.
Overnight Stock Associate
Walmart Distribution Center
San Antonio , Tx
01.2014 - 04.2019
- Packed and unpacked items, checking breakables before stocking on shelves.
- Removed product from boxes and placed on shelves according to merchandising guidelines.
- Conducted price changes as needed, following established procedures.
- Assisted customers with locating items, retrieving merchandise from stockroom shelves and providing information on products.
- Provided excellent customer service when assisting customers in finding desired items or answering questions about products or services offered.
- Worked collaboratively with other team members to achieve departmental goals.
- Checked delivered merchandise and order information to verify shipment accuracy.
- Performed daily inventory checks to maintain accurate records for ordering purposes.
Education
High School Diploma -
Highland Park High School
06.2011
Skills
- Call Center Operations
- Inbound and Outbound Calling
- Data Entry
- Payment Processing
- Product Sales
- Customer Relationship Management (CRM)
- Data Collection
- Quality Control
- Typing proficiency
- Problem-solving abilities
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
- Complaint resolution
- Dispute Resolution
- De-Escalation Techniques
Timeline
Customer Service Advocate
Qualfon Inc.
11.2023 - 04.2024
Retail Department Manager
Fallas Paredes Discount Stores
09.2019 - 08.2023
Overnight Stock Associate
Walmart Distribution Center
01.2014 - 04.2019
High School Diploma -
Highland Park High School
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