SELENA SUTTON
Conyers,GA
Summary
Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Member Service Representative
Point32Health
12.2024 - 01.2025
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Assisted members with account management, including updating personal information and setting up automated payments.
Communications Specialist
NAVEX Global
11.2023 - 12.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Submitted accurate reports involving auto liability, property liability, general liability, and workers compensation.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Advocate Specialist
Hulu
10.2022 - 10.2023
- Answered inbound calls addressing plan changes and assisting viewers with the sign-up process for the streaming service
- Delivered exceptional customer service by targeting solutions on unique customer situations and needs
- Offered emergency assistance to deal with critical issues
- Adjusted and corrected customer accounts to input current information
Customer Service Representative
Williams Sonoma
08.2021 - 10.2022
- Handled inbound calls addressing product related questions and resolving issues with online orders
- Collaborated with colleagues and co-workers to deliver quality customer experience
- Handled customer inquiries, payments and service requests
Driver
UBER/LYFT
01.2020 - 07.2021
- Greet and interact with customers while transporting them to their desired destination
- Utilize navigation systems through each driver application to locate individual pickup and drop off points
- Maintained vehicle to prevent breakdowns and malfunctions
- Selected most efficient route to minimize vehicle idle time
- Cleaned vehicle to make excellent first impressions
Customer Service Representative
Home Depot Contact Center
07.2016 - 01.2020
- Handled 100-200 inbound calls per day, addressing product related questions and resolving issues
- Identified customer's needs and used the correct resources to provide a solution that fit each unique situation
- Assisted customers via phone with their online and in store orders
Technical Support Agent
Computer Generated Solutions
04.2014 - 06.2016
- Received high volume inbound calls and made outbound calls when necessary to follow up on issues and resolve problems
- Guided customers through troubleshooting steps to resolve hardware/technical issues
- Informed programmers regarding errors and assisted in finding solutions to modify programs
- Accommodated wide-ranging customer experience levels by adjusting technical support strategies
Education
AAS - Criminal Justice
Hudson Valley Community College
05.2017
Skills
- Business Planning
- Persuasive Communication
- Data Entry
- Inbound Call Management
- Promotional Support
- De-Escalation Techniques
- Customer support
Accomplishments
Honors & Activities: Dean's List, Phi Theta Kappa, Robert J. McKinley Faculty Memorial Scholarship and the Coyle Sweet & Loveable Scholarship
Certification
BLS, Phlebotomy (NHA), CPR
Timeline
Member Service Representative
Point32Health
12.2024 - 01.2025
Communications Specialist
NAVEX Global
11.2023 - 12.2024
Customer Advocate Specialist
Hulu
10.2022 - 10.2023
Customer Service Representative
Williams Sonoma
08.2021 - 10.2022
Driver
UBER/LYFT
01.2020 - 07.2021
Customer Service Representative
Home Depot Contact Center
07.2016 - 01.2020
Technical Support Agent
Computer Generated Solutions
04.2014 - 06.2016
AAS - Criminal Justice
Hudson Valley Community College
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