Sadasia Avent
Decatur,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist
G-Plans Nutrition
01.2022 - 07.2023
- Interact with customers via phone, email, chat, or in-person to address their questions, concerns, and requests in a professional and courteous manner
- Listen actively to customers, diagnose issues, and provide prompt and effective solutions while adhering to company policies and procedures
- Maintain a deep understanding of our products or services, staying updated on changes and updates to provide accurate information
- Assist customers with placing orders, tracking shipments, processing returns, and handling billing inquiries
- Manage customer complaints and escalations with patience and empathy, striving to turn negative experiences into positive ones
- Maintain detailed records of customer interactions, transactions, and feedback using CRM software.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
Customer Service Representative
MCI Telecommunications
05.2021 - 03.2022
- Guiding individuals through the initial application process for unemployment benefits, ensuring all necessary information is collected accurately
- Providing claimants with information about eligibility criteria, required documentation, and benefit calculation methods
- Addressing claimants’ questions, concerns, and issues related to their unemployment claims, including payment delays or denials
- Reviewing and verifying documents submitted by claimants, such as proof of job loss or income, to ensure compliance with program requirements
- Keeping claimants informed about the status of their benefit payments, including when to expect payments and any adjustments made
- Assisting claimants in understanding and initiating the appeals process if their claims are denied or if they have concerns about benefit amounts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Updated account information to maintain customer records.
Caregiver
Household CEO
04.2017 - 05.2021
- Create a safe and stimulating environment for learning and play
- Encourage and facilitate early childhood learning through educational games and activities
- Promote social and emotional development through positive interactions and communication
- Support school-age children with homework and educational tasks
- Coordinate and plan daily schedules and routines for the family
- Provide emotional support and guidance to children during their growth and development.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Liaised with key accounts to deliver targeted administrative household support.
- Maintained entire family's schedule and organized events.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
Cashier Trainer
Wingstop
10.2016 - 04.2017
- Lead and supervise a team of cashiers, providing guidance, training, and support
- Greet customers with a friendly and helpful attitude, providing assistance and resolving issues as needed
- Ensure a positive and efficient checkout experience for customers
- Maintain accuracy in cash drawer reconciliation and monitor for discrepancies
- Assist in managing inventory levels, including restocking items at the cashier stations
- Train new cashiers on register operations, customer service protocols, and cash handling policies
- Process cash, credit card, and electronic payment transactions accurately and efficiently
- Sadasia Avent| sadasiaavent22@gmail
- Trained new employees by providing knowledge of specific store tasks, policies and goals.
- Counted money in cash drawers at beginning of shifts to verify correct amounts and sufficient available change.
- Operated POS system to complete cash, credit and check transactions.
- Supervised new and existing cashiers by verifying accuracy of prices and customers charges.
- Completed opening and closing procedures by disarming alarms, turning electronic systems on or off and straightening out check-out shelves.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
Housekeeper
HHS Environmental Services
05.2015 - 04.2017
- Instruct housekeepers on proper cleaning techniques, use of cleaning equipment, and adherence to safety protocols
- Educate housekeepers on the appropriate use of cleaning products, chemicals, and equipment, emphasizing safety and efficiency
- Ensure that housekeeping staff understand and follow established SOPs for room cleaning, laundry, and other tasks
- Monitor the quality of cleaning services through inspections and feedback from guests
- Train housekeepers in soft skills, including professionalism, communication, and guest interaction
- Generate reports on training effectiveness and areas for improvement.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Adhered to professional house cleaning checklist.
- Verified cleanliness and organization of storage areas and carts.
Sales Associate
Goodwill Industries Of North Georgia
05.2013 - 09.2014
- Assisting customers with inquiries, locating products, and offering product recommendations to enhance their shopping experience
- Ensuring that products were well-organized, stocked, and visually appealing on the sales floor
- This involved restocking shelves, arranging displays, and maintaining cleanliness
- Operating cash registers, processing transactions accurately, and handling payments, refunds, and exchanges efficiently
- Participating in inventory counts, reporting stock levels, and informing management of low-stock items for timely replenishment
- Keeping a vigilant eye on theft and shoplifting prevention, and following store security protocols
- Staying informed about product features, promotions, and sales to effectively assist customers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Achieved or exceeded company-defined sales quotas.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Retail Sales Associate
Macy's
09.2012 - 03.2013
- Greeting customers, understanding their needs, and providing personalized assistance throughout their shopping journey
- Demonstrating in-depth knowledge of the store’s products, including features, benefits, and availability, to guide customers in making informed purchase decisions
- Actively engaging in sales activities, suggesting complementary products, and upselling to maximize sales revenue
- Maintaining the store’s visual appeal by arranging products neatly, restocking shelves, creating eye-catching displays, and ensuring products are properly priced and labeled
- Assisting in inventory checks, tracking product availability, and notifying management of low-stock items
- Handling customer inquiries, resolving complaints or concerns, and ensuring customer satisfaction.
- Helped customers complete purchases, locate items, and join reward programs.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Monitored customers for signs of security concerns and escalated issues to management.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Developed professional relationships with customers to increase loyalty, retention and rapport.
Education
Diploma - General Studies
Westside High School
Newark, NJ06.2011
Skills
- Customer service, Communication skills, Time management, Computer literacy, Documentation Review, Conflict
- Resolution, Analysis Skills, Leadership
- Call Volume and Quality Metrics
- Customer Relationship Management
- Telephone Etiquette
- Ability to Work Independently
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Call Centers
- Customer Data Confidentiality
Timeline
Customer Service Specialist
G-Plans Nutrition
01.2022 - 07.2023
Customer Service Representative
MCI Telecommunications
05.2021 - 03.2022
Caregiver
Household CEO
04.2017 - 05.2021
Cashier Trainer
Wingstop
10.2016 - 04.2017
Housekeeper
HHS Environmental Services
05.2015 - 04.2017
Sales Associate
Goodwill Industries Of North Georgia
05.2013 - 09.2014
Retail Sales Associate
Macy's
09.2012 - 03.2013
Diploma - General Studies
Westside High School
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