ROSHENAE HOSKIN
Summary
Dedicated customer service professional with extensive experience in communication and the customer service industry, recognized for a positive demeanor and exceptional rapport-building skills. A solid team player motivated to enhance customer satisfaction and drive company success through a focus on quality, speed, and process optimization. Articulate and energetic, with a results-oriented approach that emphasizes relationship development and partnership cultivation. Committed to achieving goals and delivering outstanding results, with a strong belief in the importance of completing tasks efficiently and effectively.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Alorica
Dallas, Texas
03.2023 - 05.2025
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed multiple customer accounts, providing tailored solutions to enhance service experience.
- Resolved customer inquiries efficiently, ensuring high satisfaction levels through effective communication.
- Documented customer interactions accurately in CRM systems, improving data integrity and reporting accuracy.
Cashier Assistant Manager
Cash Saver Grocery Store
Dallas, Texas
02.2017 - 05.2019
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
Education
High School Diploma -
Dallas Can Academy
Dallas, Texas05-2019
Skills
- CMR Tools
- ADP Workforce Now
- Share Point
- Microsoft Access & Windows
- Onyx
- Time Management
- Customer Data
- Customer Service and Assistance
- Siebel
- Confidentiality
- Efficient and Detail-Oriented
- Needs Assessment
- Call Documentation
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Order and Refund Processing
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Alorica
03.2023 - 05.2025
Cashier Assistant Manager
Cash Saver Grocery Store
02.2017 - 05.2019
High School Diploma -
Dallas Can Academy
ENHANCING MY COMPUTER SKILLS. WEBSITE DESIGN AND ANIMATION TRAINING.
Currently elevating my skills by continuing education in web design, custom graphic in the Cameo and Silhouette software.