Serena Curry
Augusta,GA
Summary
Dynamic customer service and sales professional with a proven track record at URBN, excelling in relationship building and conflict resolution. Adept at utilizing CRM software to enhance customer satisfaction and drive sales growth. Recognized for effectively managing high-stress situations and fostering loyalty through exceptional service and product knowledge.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
URBN
Augusta, GA
02.2020 - 09.2025
- Assisted customers with inquiries and resolved issues efficiently
- Learned company products and services to provide accurate information
- Utilized CRM software to track customer interactions and feedback
- Collaborated with team members to improve service delivery processes
- Maintained a positive attitude while handling customer complaints
- Adapted quickly to changes in product offerings and procedures
- Supported promotional activities by informing customers of special offers
- Documented customer interactions to ensure follow-up and resolution
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- 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.
Sales Representative
Straight Talk
Augusta, GA
09.2016 - 01.2020
- Developed strong customer relationships through effective communication and problem-solving techniques.
- Executed product demonstrations, enhancing customer understanding and driving sales growth.
- Maintained accurate sales records using CRM software to track customer interactions and preferences.
- Collaborated with team members to achieve monthly sales targets and improve overall performance.
- Adapted quickly to new product launches, ensuring comprehensive knowledge for effective selling strategies.
- Provided feedback on customer trends to management, contributing to inventory planning and marketing efforts.
- Assisted in training new representatives, fostering a collaborative environment focused on sales excellence.
- Resolved customer inquiries efficiently, improving satisfaction and loyalty through prompt service responses.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Collaborated with marketing to create impactful promotional materials for increased brand awareness.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
- Cultivated deep understanding of product features to answer questions and overcome objections.
- Boosted team morale and productivity by leading weekly sales strategy meetings.
- Utilized social media platforms to engage with potential customers and build brand awareness.
- Increased market penetration with introduction of innovative sales tactics.
- Collaborated with marketing department to align sales strategies with new campaigns.
- Participated in trade shows and conferences to network and generate leads.
- Enhanced customer satisfaction by providing comprehensive product demonstrations.
- Managed portfolio of high-value accounts, ensuring they received exceptional service.
Education
Glenn Hills High School
Augusta, GASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Clerical support
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Sales expertise
- Order fulfillment
- Store maintenance
- Account updating
- Account management
- Reading comprehension
- Service upselling
Timeline
Customer Service Representative
URBN
02.2020 - 09.2025
Sales Representative
Straight Talk
09.2016 - 01.2020
Glenn Hills High School