SHADE' OVERTON
Atlanta,GA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Rep/Marketing Coordinator
Gateway to Rejuvenation
10.2022 - 12.2024
- Comply with verification and complaint-handling procedures
- Document all call information according to standard operating procedures
- Act as an ambassador of the gateway to rejuvenation culture by embodying values in each internal and external interaction
- Perform other duties other duties as assigned
- Update social media outlets and websites
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborate with team members to reassure the success of customers and company policy.
- 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.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Rep
Wavy Boy Clothing (Remote)
10.2021 - 09.2022
- Document all call information according to standard operating procedures
- Provide services for other duties as assigned
- 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.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
Education
Bachelor of Arts - Communications
Clark Atlanta University
Atlanta Georgia05.2024
Nick Conti's Professional Acting Studio/school
Atlanta GA01.2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Complaint resolution
Certification
Social Media Marketing Certification Hootsuite
Accomplishments
- Dean's List
- National Honors Society
- Magna cum laude
Timeline
Customer Service Rep/Marketing Coordinator
Gateway to Rejuvenation
10.2022 - 12.2024
Customer Service Rep
Wavy Boy Clothing (Remote)
10.2021 - 09.2022
Bachelor of Arts - Communications
Clark Atlanta University
Nick Conti's Professional Acting Studio/school
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