Sherisse Purifoy
Tulsa,OK
Summary
Dynamic Customer Service Representative with a proven track record at American Electric Power, excelling in complaint resolution and customer education. Skilled in de-escalation techniques and proficient in CRM systems, I enhance customer satisfaction by swiftly addressing concerns and fostering loyalty through empathetic communication.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
American Electric Power, AEP
04.2010 - Current
- Manage account updates and billing inquiries to maintain accurate customer records.
- Mentor and assist team members on customer service protocols, enhancing team performance and efficiency.
- Educate customers about billing, payment processing and support policies and procedures.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhance customer satisfaction by promptly addressing concerns and providing accurate information.
- Assist customers in navigating company website improving overall user experience.
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Material Handler
Goodwill Industries Store & Donation Center
07.2009 - 04.2010
- Sorted and organized donations for processing, ensuring compliance with quality standards.
- Assisted in inventory management by tracking stock levels and conducting regular audits.
- Collaborated with team members to maintain clean and safe working environment.
- Oversaw daily operations, ensuring timely processing of incoming donations and merchandise distribution.
Customer Service Representative
Dollar Thrifty Automotive Group
10.2005 - 04.2007
- Assist with understanding rental agreements.
- Provided roadside assistance.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High School Diploma -
McLain Senior High School
Tulsa, OK05-1998
Skills
- Active listening
- Critical thinking
- De-escalation techniques
- Complaint resolution
- Live chat support
- Assertiveness
- Customer education
- Call center experience
- Computer proficiency
- Professional telephone demeanor
- Microsoft Office Suite
Timeline
Customer Service Representative
American Electric Power, AEP
04.2010 - Current
Material Handler
Goodwill Industries Store & Donation Center
07.2009 - 04.2010
Customer Service Representative
Dollar Thrifty Automotive Group
10.2005 - 04.2007
High School Diploma -
McLain Senior High School