Roshelle Combs
Hubert,NC
Summary
Customer Service Representative with ten years’ experience working directly with customers to provide assistance and support; proven expertise in handling customer concerns for 50+ clients daily with an overall satisfaction rate of 97% in current position. . Optimized customer call screening processes leading to a 25% increase in customer satisfaction rate and 14% decrease in complaints. 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
18
18
years of professional experience
Work History
Customer Service Representative
Valvoline Global Operations
01.2022 - Current
- I helped drive the continued success of VIOC by providing reliable and impeccable preventive maintenance service
- Through face-to-face interactions
- I acted as a trusted adviser to our customers, evaluating their needs and performing maintenance to keep their vehicle serviced and safe on the road
- Evaluate customers’ needs, working quickly and efficiently
- Contribute to a fun team atmosphere
- Master products, services and company knowledge
- Perform automotive preventive maintenance such as changing oil, checking and refilling other vehicle fluids, replacing filters, and inspecting and replacing lights and wipers
- Maintain a clean and safe workplace
Administrative Assistant
Global Food Services
07.2022 - 08.2022
- Answer and direct phone calls
- Organize and schedule appointments
- Plan meetings and take detailed minutes
- Write and distribute email, correspondence memos, letters, faxes, and forms
- Assist in the preparation of regularly scheduled reports
- Develop and maintain a filing system
- Update and maintain office policies and procedures
- Order office supplies and research new deals and suppliers
- Maintain contact lists
- Book travel arrangements
- Submit and reconcile expense reports
- Provide general support to visitors
- Act as the point of contact for internal and external clients
- Liaise with executive and senior administrative assistants to handle requests and queries from senior managers
Customer Service Representative Team Lead
REMX Staffing Agency
08.2021 - 04.2022
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Provide accurate, valid, and complete information by using the right methods/tools
- Keep records of customer interactions, process customer accounts, and file documents.
Customer Service Representative
Asurion, Remote
01.2015 - 06.2021
- Open and maintain customer accounts by recording account information
- Maintain financial accounts by processing customer adjustments
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Manage large amounts of incoming calls
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Representative
Kelly Services
01.2017 - 12.2020
- Customer service
- Multitasking assisting customers by providing them with technological assistance
- Claims for multiple devices and repairs
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Resolve customer complaints via phone, email, mail, or social media
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers.
Receptionist
The Guardian Daycare
01.2008 - 12.2017
- Greet clients as soon as they arrive and connect them with the appropriate party
- Answer the phone in a timely manner and direct calls to the correct offices
- Create and manage both digital and hardcopy filing systems for all partners
- Prepare bills and take payments
- Answer telephone calls and take messages or forward calls
- Schedule and confirm appointments and maintain event calendars
- Inform other employees of visitors' arrivals or cancellations
- Enter customer data and send correspondence
- Copy, file and maintain paper or electronic documents and records.
Care Giver, Veteran Affairs
01.2012 - 12.2015
- My job was assisting a wounded warrior with his daily life cooking, cleaning, bathing and whatever else was required.
Cashier
Office Depot
01.2007 - 12.2008
- My job was to assist the customers with their final purchase.
Sales Associate
Old Navy
01.2006 - 12.2007
- My job was to assist customers with their shopping, stocking shelves and assisting customers with their final purchase.
Education
High school diploma - General Studies
John F. Kennedy High School
Paterson, NJ06.2006
No Degree - Early Childhood Education
Liberty University
Lynchburg, VA05.2025
Skills
- Skills consist of being able to multi task, being really focused and dedicated, and
- Providing excellent customer service
- Microsoft Outlook
- Data Entry
- Microsoft Word
- Typing
- Front Desk
- Microsoft Excel
- Technical Support
- Help Desk
- Troubleshooting
- Microsoft Windows
- Microsoft Powerpoint
- Communication Skills
- Personal Assistant Experience
- Computer Skills
- Laundry
- Desktop Support
- Operating Systems
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Administrative Assistant
Global Food Services
07.2022 - 08.2022
Customer Service Representative
Valvoline Global Operations
01.2022 - Current
Customer Service Representative Team Lead
REMX Staffing Agency
08.2021 - 04.2022
Representative
Kelly Services
01.2017 - 12.2020
Customer Service Representative
Asurion, Remote
01.2015 - 06.2021
Care Giver, Veteran Affairs
01.2012 - 12.2015
Receptionist
The Guardian Daycare
01.2008 - 12.2017
Cashier
Office Depot
01.2007 - 12.2008
Sales Associate
Old Navy
01.2006 - 12.2007
High school diploma - General Studies
John F. Kennedy High School
No Degree - Early Childhood Education
Liberty University
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