Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Secundia Terry

Valley,AL

Summary

Cheerful and personable Customer Service Representative with history of exceeding customer and patron expectations. 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.

Overview

19
19
years of professional experience

Work History

Guest Advocate

Target
Opelika , AL
06.2017 - Current
  • Documented conversations with customers to track requests, problems and solutions.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Trained new personnel regarding company operations, policies and services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Help assistant over 80 customer per day

Customer Service Representative Remote

Fiserv
City, AL
03.2022 - 10.2022
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Documented conversations with customers to track requests, problems and solutions.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Reviewed account and service histories to identify trends and issues.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Managed over 90 customer calls per day

Seasonal Customer Service Representative Remote

Concentrix
City, AL
05.2020 - 10.2020
  • Handled scheduling and managed timely and effective allocation of resources and calendars.
  • Oversaw office inventory and timely reordering of supplies.
  • Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Automated office operations, managing client correspondence, payment scheduling, record tracking and data communications.
  • Updated account information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Enhanced customer satisfaction ratings by resolving account issues efficiently.
  • Organized patient files and streamlined operations to improve efficiency.
  • Elevated customer satisfaction ratings by resolving client and case issues effectively.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times
  • Handled customer inquiries and suggestions courteously and professionally
  • Managed over 75 customer calls per day

Cashier

Chick-fil-A
Opelika, AL
02.2005 - 05.2014
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Addressed customer needs and made product recommendations to increase sales.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Learned duties for various positions and provided backup at key times.
  • Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
  • Built relationships with customers to encourage repeat business.
  • Lifted up to 25 pounds at once and used forklift to move heavier loads

Education

No Degree - Nursing Assistance

Southern Union State Community College
Wadley, AL
05.2013

Some College (No Degree) - Medical Billing And Coding Program

Penn Foster College
Scottsdale, AZ

Skills

  • Microsoft Office
  • Attention to Detail — Completed
  • Customer Service
  • Dispute Resolution
  • Adaptive team player
  • Call center experience
  • Quality assurance controls
  • Active Listening
  • Critical Thinking
  • Managing Multiple Tasks

Accomplishments

  • Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Database Maintenance - Assisted in the managing of the company database and verified, edited and modified members' information.
  • Consistently maintained high customer satisfaction ratings.
  • Resolved product issue through consumer testing.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.

Timeline

Customer Service Representative Remote

Fiserv
03.2022 - 10.2022

Seasonal Customer Service Representative Remote

Concentrix
05.2020 - 10.2020

Guest Advocate

Target
06.2017 - Current

Cashier

Chick-fil-A
02.2005 - 05.2014

No Degree - Nursing Assistance

Southern Union State Community College

Some College (No Degree) - Medical Billing And Coding Program

Penn Foster College

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Secundia Terry