Sherene Farquharson
N Lauderdale,FL
Summary
Authorized to work in the US for any employer Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Authorized to work in the US for any employer
Overview
17
17
years of professional experience
Work History
Inbound Call Center Customer Service Representative
Nations Benefit
Plantation, FL
08.2022 - 05.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Maintained strong call control and quickly worked through scripts to address problems
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Audited customer account information to identify issues and develop solutions
- Answered, screened and processed high volume of calls daily with call management system and web- based communications
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Consulted with customers regarding needs and addressed concerns
- Updated customer accounts, addresses and contact information within call management databases.
Customer Service Specialist
Life Extension
Fort Lauderdale, FL
09.2006 - 06.2016
- Stocked and cleaned shelves while maintaining neat and orderly store
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts
- Counted cash, made change and stored coupons to keep organized and balanced cash register drawer
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment
- Assisted customers by phone regarding store operations, products, promotions and orders
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales
- Calculated pricing, applied discounts and collected payments to process transactions
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit
- Answered questions about current promotions and resolved issues according to store policies
- Engaged with customers to determine appropriate items to fit needs
- Followed loss prevention strategies, minimizing theft
- Processed payments and handled exchanges, returns and refunds according to company policy
- Expedited newly received merchandise to sales floor
- Rang up retail purchases and processed payment cards, returning appropriate cash and coin to customers
- Invited customers to participate in-store activities and promotions to generate new business and boost loyalty
- Helped customers by answering questions and locating merchandise
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention
- Walked sales floor and remained aware of customer actions to maintain safe and secure shopping environment
- Arranged attractive displays of merchandise based on current sales promotions
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items
- Initiated friendly conversation with customers to determine level of assistance required
- Followed company policies, rules and procedures to promote company goals and maintain safety
- Handled price checks, merchandise transfers and fitting room returns to keep store orderly and efficient
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise
- Assisted with conducting merchandise stock counts and reported discrepancies to supervisor
- Used product knowledge to suggest items to match client needs
- Created price tags and merchandise signs for new items
- Cross-sold products to boost overall sales purchases.
Education
Bachelor's degree - Biomedical Sciences
University of South Florida
Associate of Arts And Sciences - Biomedical Sciences
Hillsborough Community College
Brandon, FLSkills
- Account Management
- Creative Problem Solving
- Customer Retention Strategies
- Verbal and Written Communication
- Transaction Processing
- Understanding Customer Needs
- CRM software
- Data Entry and Maintenance
- Customer Service
- De-escalation Techniques
- Calm and Professional Under Pressure
- Translation and Interpretation Services
- 45] wpm Typing Speed
- Upselling Products and Services
- Issue and Complaint Resolution
- Data Entry
- Building Customer Trust and Loyalty
- First-Tier Technical Support
- Proficiency in Microsoft Office
- Excellent Attention to Detail
- Cultural Awareness and Sensitivity
- Billing Adjustments and Refunds
- Computer Skills
- Call Volume and Quality Metrics
- LiveChat Messaging
- Inbound and Outbound Calling
- Administrative Support
- Shipping and Receiving Understanding
- Medical Terminology Knowledge
- Critical Thinking
Additional Information
- Additional Information , Available Nights, Weekends and Holidays.
Timeline
Inbound Call Center Customer Service Representative
Nations Benefit
08.2022 - 05.2023
Customer Service Specialist
Life Extension
09.2006 - 06.2016
Bachelor's degree - Biomedical Sciences
University of South Florida
Associate of Arts And Sciences - Biomedical Sciences
Hillsborough Community College
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