Sherice Vivians

Keithville,LA

Summary

Dedicated Customer Service Agent providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

years of professional experience

Work History

Customer Service Agent

Broadpath

Austin, TX

12.2022 - Current

Updated system with order specifics and customer details, preferences, and billing information.
Updated databases with new and modified customer data.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Processed refunds, returns, exchanges, and order cancellations according to policy.

Customer Service Support Specialist

Amazon.Inc

Dawson, GA

01.2020 - 12.2022

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Reviewed customer service inquiries and responded accordingly.
Developed strategies to improve customer satisfaction ratings.
Resolved customer service issues quickly and efficiently.

Customer Service Representative

Teleperformance USA

Shreveport, LA

01.2017 - 01.2020

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Identified opportunities for upselling additional products or services based on customer needs.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Answered inbound calls, chats and emails to facilitate customer service.
Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

Customer and Dispatching Service Representative

Bolivar County Council on Aging

Cleveland, MS

05.2013 - 01.2017

Developed positive relationships with customers through courteous communication techniques.
Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
Resolved customer complaints in a timely manner by identifying problems and providing solutions.
Managed daily delivery and work schedules to maximize coverage.
Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.

Education

Bachelor of Science - Health, Physical Education & Recreation

Jackson State University

Jackson, MS

05.2013

Skills

Account updating
Scheduling
De-escalation techniques
Call Documentation
Inbound Call Management

Complaint handling
Multi-line telephone operator
Customer Relations
CRM software proficiency
Data Evaluation

Timeline