Summary
Overview
Work History
Education
Skills
Timeline
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Raven Sloan

Orlando,FL

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.

Overview

12
12
years of professional experience

Work History

Social Media Specialist

ModSquad
10.2020 - Current
  • Maintain company's social media presence by posting messages, answering posts, and monitoring responses.
  • Manage social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service.
  • Enhance customer engagement with the creation of relevant and shareable content across various platforms.
  • Increase customer engagement through social media.
  • Maintain a consistent brand voice across all channels, tailoring messaging to align with specific platform demographics while maintaining overall company identity.
  • Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
  • Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.

Guest Experience specialist

Vacasa
04.2022 - 11.2022
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Managed reservation system efficiently, effectively handling booking modifications or cancellations as needed.
  • Developed strong relationships with guests, fostering loyalty and repeat business through attentive service and genuine care.
  • Consistently delivered exceptional customer service, resulting in increased positive feedback and return visits.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.

Call Center Customer Service Representative

NEXREP
06.2018 - 03.2020
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.

TECH SUPPORT ADVISOR

TRANSCOM
10.2018 - 04.2016
  • Built and maintained relationships with clients to provide ongoing support.
  • Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
  • Improved overall user experience by providing personalized assistance based on individual client needs.
  • Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
  • Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
  • Participated in weekly meetings to discuss ongoing cases, ensuring timely resolution of critical issues impacting client operations.

CUSTOMER SERVICE MGR

WALMART
10.2012 - 04.2016
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.

Education

Incomplete - Sociology

Clayton State University
Morrow, GA

High School Diploma -

Jonesboro High School
Jonesboro, GA
05.2010

Skills

  • Social Media Posting
  • Remote Support
  • Technical Troubleshooting
  • Social Media Platforms
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Call center experience

Timeline

Guest Experience specialist

Vacasa
04.2022 - 11.2022

Social Media Specialist

ModSquad
10.2020 - Current

TECH SUPPORT ADVISOR

TRANSCOM
10.2018 - 04.2016

Call Center Customer Service Representative

NEXREP
06.2018 - 03.2020

CUSTOMER SERVICE MGR

WALMART
10.2012 - 04.2016

Incomplete - Sociology

Clayton State University

High School Diploma -

Jonesboro High School

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Raven Sloan