Rita Epps
Murfreesboro,TN
Summary
Diligent Rita Epps brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Pinnacle Financial Partners
Nashville , TN
2018.07 - Current
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Educated customers on special pricing opportunities and company offerings.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
Department Manager
Walmart
Antioch , TN
2012.10 - 2018.07
- Worked closely with sales associates to complete tasks.
- Handled shift overstock, restocking and inventory control.
- Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Followed safety protocols and company processes and procedures.
- Enforced safety rules and other policies to protect employees and minimize company liability.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
- Executed targeted merchandising and promotional plans to meet department sales goals.
- Balanced workloads to meet targets without overtaxing employees.
Education
Associate of Science - Medical Assisting
Draughons Jr. College
Nashville, TN1992-05
Skills
- Good communication skills
- Call Centers
- Regulatory Compliance
- Customer Service
- Telephone Etiquette
- Problem Resolution
- Complaint resolution
Timeline
Customer Service Specialist
Pinnacle Financial Partners
2018.07 - Current
Department Manager
Walmart
2012.10 - 2018.07
Associate of Science - Medical Assisting
Draughons Jr. College
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