Sermaine Tolbert
McDonough,GA
Summary
Dynamic customer service professional with a proven track record at Omaha Steaks, excelling in conflict resolution and relationship building. Leveraged critical thinking to enhance customer satisfaction, achieving a notable increase in repeat business. Proficient in data entry and complaint handling, consistently delivering tailored solutions to meet diverse client needs.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Omaha Steaks
Remote
03.2025 - 01.2026
- Assisted customers with inquiries and product selections, ensuring a positive shopping experience.
- Processed customer orders efficiently through internal systems, maintaining accuracy in transactions.
- Resolved customer complaints promptly, enhancing satisfaction and loyalty to the brand.
- Educated customers on product features and promotions, driving informed purchasing decisions.
- Developed scripts for handling common inquiries, streamlining communication processes with customers.
- 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.
Customer Service Representative
TTEC
Remote
02.2022 - 05.2024
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Bank Teller
Fort Sill National Bank
Stone Mountain, GA
01.2015 - 01.2018
- Processed customer transactions efficiently, ensuring accuracy and compliance with banking regulations.
- Assisted customers with account inquiries, providing exceptional service and fostering long-term relationships.
- Maintained and balanced cash drawer daily, identifying discrepancies promptly to uphold financial integrity.
- Implemented process improvements that streamlined transaction workflows, reducing wait times for customers.
- Monitored security protocols during transactions, safeguarding assets and enhancing branch safety measures.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
Education
Bachelor of Science - Business Administration
Georgia State University
Atlanta, GA02.2022
Skills
- 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
- Professional telephone demeanor
- Customer satisfaction measurement
- Follow-up skills
- Product knowledge
- Team development
- Data collection
- Dispute resolution
- Product sales
Timeline
Customer Service Representative
Omaha Steaks
03.2025 - 01.2026
Customer Service Representative
TTEC
02.2022 - 05.2024
Bank Teller
Fort Sill National Bank
01.2015 - 01.2018
Bachelor of Science - Business Administration
Georgia State University