Porsche Patterson
Customer Success Associate
DeKalb,IL
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
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Associate
Firstservice Residential
Huntley, IL
09.2022 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Provided training and support to 2 new associates to help provide high-quality customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed office operations while scheduling appointments for department managers.
- Maintained computer and physical filing systems.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Reported to senior management on organizational performance and progress toward goals.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
Office Manager
TWP Management LLC
DeKalb, IL
06.2022 - 08.2022
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained computer and physical filing systems.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coached 5 new hires on company processes while managing employees to achieve maximum production.
- Reported to senior management on organizational performance and progress toward goals.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Created, maintained and updated filing systems for paper and electronic documents.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
VIRTUAL ASSISTANT/Owner/Operator
Handy Helpers
Dekalb, IL
01.2021 - 06.2021
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Completed business correspondence, transcription, and data entry.
- Managed CRM input, exports and clean up.
- Researched topics and events to support supervisor's work agenda and projects.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Key Holder
A PERFECT SILHOUETTE
DEKALB, IL
01.2018 - 01.2019
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Streamlined opening and closing procedures as integral member of store staff.
- Researched issues to obtain appropriate answers to customer inquiries.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Promoted business' development by building and maintaining relationships with new clients.
T1 IOS ADVISOR
CONCENTRIX
Virtual, IL
06.2017 - 01.2018
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
CASHIER
MCDONALD’S
DEKALB, IL
01.2015 - 01.2017
- Welcomed customers and helped determine their needs.
- Addressed customer needs and made product recommendations to increase sales.
- Provided customers with information on specials and discount deals.
- Made change and issued receipts or tickets to customers for each transaction.
- Greeted over 100 customers per day and communicated effectively to obtain accurate orders.
- Properly maintained and operated cash register and POS system to swiftly process payments.
- Utilized proper PPE and followed food-preparation safety and sanitation guidelines to reduce risks.
- Demonstrated excellent multitasking skills, balancing customer orders and requests to maintain satisfaction.
- Completed order entries and verified correctness with customers to reduce post-order errors.
- Used POS system to enter orders, process payments and issue receipts.
- Performed cash, card and check transactions to complete customer purchases.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
Education
High School Diploma -
Roger C. Sullivan High School
01.2002 - 06.2005
Skills
Administrative support
Office management
Excellent multi-tasking ability
Organizational skills
Complaint resolution
Creative problem solving
Multi-line phone talent
CRM
Professional telephone demeanor
Self-direction
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Customer Service Associate
Firstservice Residential
09.2022 - Current
Office Manager
TWP Management LLC
06.2022 - 08.2022
VIRTUAL ASSISTANT/Owner/Operator
Handy Helpers
01.2021 - 06.2021
Key Holder
A PERFECT SILHOUETTE
01.2018 - 01.2019
T1 IOS ADVISOR
CONCENTRIX
06.2017 - 01.2018
CASHIER
MCDONALD’S
01.2015 - 01.2017
High School Diploma -
Roger C. Sullivan High School
01.2002 - 06.2005