Samia Young
4603 Hartwell Dr ,GA
Summary
Proven Customer Service Representative with a track record of enhancing customer loyalty and streamlining resolution times, notably at XPO Logistics. Skilled in conflict resolution and Microsoft Excel, adept at transforming high-stress situations into positive customer experiences. Demonstrated ability to mentor new hires, boosting team efficiency and customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
XPO Logistics
Suffolk, VA
03.2024 - Current
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Customer Service Representative
QVC Call Center
Chesapeake, VA
09.2019 - 07.2021
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative
Value City Department Store
Chesapeake, VA
02.2019 - 06.2019
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Cashier
Walmart
Chesapeake, VA
02.2018 - 06.2018
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Counted money in drawers at beginning and end of each shift.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Developed and managed relationships with customers to increase customer loyalty.
Education
High School Diploma -
Indian River High School
Chesapeake, VA07.2018
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Money handling abilities
Certification
- First Aid/CPR Certified
- MLT - Medical Laboratory Technician
Timeline
Customer Service Representative
XPO Logistics
03.2024 - Current
Customer Service Representative
QVC Call Center
09.2019 - 07.2021
Customer Service Representative
Value City Department Store
02.2019 - 06.2019
Customer Service Cashier
Walmart
02.2018 - 06.2018
High School Diploma -
Indian River High School