Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Ruby Covington

Granite City,IL

Summary

Accomplished Customer Service Advocate with a proven track record at UPS, excelling in problem-solving and active listening to enhance customer satisfaction. Demonstrated expertise in call center operations and Microsoft Outlook, achieving a high first-call resolution rate. Skilled in building rapport and mentoring new hires, significantly improving team performance and customer loyalty.

Overview

10
10
years of professional experience

Work History

Customer Service Advocate

UPS
10.2015 - 09.2024
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Maintained a positive work environment, fostering team collaboration and continuous improvement.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
  • Trained new personnel regarding company operations, policies and services.

Customer Service Representative

Desert Call Connection
04.2014 - 09.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Education

GED -

Lewis And Clark Community College
Godfrey, IL
06-2012

Skills

  • Call center experience
  • Data Entry
  • Problem-solving abilities
  • Administrative Support
  • Complaint Handling
  • Computer Proficiency
  • Technical Support
  • Microsoft Outlook
  • Inbound and Outbound Calling
  • Critical Thinking
  • Product Knowledge
  • Active Listening
  • Building rapport

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Supervised team of 10 staff members.


Timeline

Customer Service Advocate

UPS
10.2015 - 09.2024

Customer Service Representative

Desert Call Connection
04.2014 - 09.2015

GED -

Lewis And Clark Community College

Similar Profiles

CREATE PROFILE
Ruby Covington