Savena Wallace
Summary
Personable and dedicated Customer Service Representative with extensive experience in understanding the expectations of customers and delivering service that exceeds customer's needs. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Effective verbal and written communication skills. Also experienced in Dispatching with excellent leadership and problem-solving abilities. Have an excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.
Overview
13
13
years of professional experience
Work History
Member Support Associate
Peloton
Plano, TX
08.2020 - 09.2022
- Always staying knowledgeable about Peloton products
- Interact daily directly with our members resolving problems and elevating the Peloton Member experience
- Resolved inquiries from our Members regarding our Bike, Tread, App, Apparel and accessories offerings
- Assist with customer order placements as well as order edits, adjustments and tracking
- Manage tickets through to completion
- Coordinate with all branches of our support teams to better understand and resolve Member inquiries.
Fulfillment Associate
Amazon
Coppell, TX
11.2018 - 08.2019
- Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport
- Packed products using materials as directed by company specifications
- Added packed boxes to conveyor belts for movement to shipping stations
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
Claims Associate
Farmers Insurance Group
Arlington, TX
09.2016 - 06.2017
- Performed various administrative functions, including filing paperwork, delivering mail and sorting mail
- Screened incoming phone calls and directed to the appropriate party and assisted when needed
- Managed claims ques by assigning claims to adjuster
- Provided outstanding customer service to customers in person and via phone which included claimants, insured, attorneys
- Created weekly reports for management
- Scheduled conference rooms and also greeted and screened visitors.
Service Desk Representative
Allstate Insurance
Irving, TX
11.2015 - 09.2016
- Responsibilities consist of performing first-level diagnosis and troubleshooting support to end-users and customers
- Researched technical problems that did not have a known solution and created a resolution and communicated it to customers and peers
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Documented all transactions and support interactions in the system for future reference adding to the knowledge base
- Engaged end users and answered questions via email and phone
- Served as a member of the employee engagement committee to actively promote cooperative and harmonious working climate to boost morale, productivity and efficiency.
Centralized Dispatcher
FedEx Office
01.2011 - 01.2013
- Evaluated and adjusted over 60 routes based on daily needs, available workers, traffic hazards and weather conditions
- Acted as the liaison between the courier and the customer once pickups and deliveries had been assigned to the specific courier and proactively communicated to the customer in case of any delays
- Coordinated pick-up and delivery requests from the FedEx Office Print Centers and FedEx Office Automated Document Factories across the US
- Routed and scheduled jobs to appropriate van/driver
- Served as the primary contact for the couriers when they were on the road and assisted the couriers in case of van breakdown/accident
- Also assisted customers via online chat.
Customer Service Agent
FedEx TechConnect
Irving, TX
10.2009 - 08.2011
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
- Answered incoming calls concerning customer inquiries, tracking packages, scheduling pickups
- Handled 100 - 200 calls daily
- Promoted to Customer Service Innovation Representative, which included previous responsibilities, but had the added responsibilities of servicing our small business customers.
Education
GED -
Arlington High School
IBM Customer Engagement Specialist Professional Certificate -
Skills
- Data Entry
- Preparing Reports
- Route Navigation
- Driver Communication
- Customer Relations
- Schedule Management
- Delivery Procedures
- Training New Hires
- Adjusting Routes
- Dispatching Procedures
- Critical Thinker
- Verifying Coverage
- Inbound and Outbound Calling
- Product Knowledge
- Account Updating
- Call Management
- Order Fulfillment
- Research
- Microsoft PowerPoint
- Call Center Operations
- Adaptive Team Player
- Administrative Support
- Conflict Resolution
- Microsoft Excel
- Active Listening
- Documentation
- Computer Proficiency
- Typing Proficiency
- Courteous Demeanor
- Microsoft Outlook
- Customer Service
Timeline
Member Support Associate
Peloton
08.2020 - 09.2022
Fulfillment Associate
Amazon
11.2018 - 08.2019
Claims Associate
Farmers Insurance Group
09.2016 - 06.2017
Service Desk Representative
Allstate Insurance
11.2015 - 09.2016
Centralized Dispatcher
FedEx Office
01.2011 - 01.2013
Customer Service Agent
FedEx TechConnect
10.2009 - 08.2011
GED -
Arlington High School
IBM Customer Engagement Specialist Professional Certificate -
Similar Profiles
BRIANNA REILLYBRIANNA REILLY
Senior Executive Assistant at PelotonSenior Executive Assistant at Peloton
MATT STAUFFACHERMATT STAUFFACHER
Technical Instructor at PelotonTechnical Instructor at Peloton
Kenneth BaidooKenneth Baidoo
Online Chat & Email Support Agent at PelotonOnline Chat & Email Support Agent at Peloton
John KeatingJohn Keating
General Manager at PelotonGeneral Manager at Peloton
Marcus WileyMarcus Wiley
Member Support Associate at IntouchcxMember Support Associate at Intouchcx