Shonrika Lary
Atlanta,GA
Summary
Accomplished Customer Service Representative with a proven track record at ATT, adept in conflict resolution and critical thinking. Enhanced customer loyalty through empathetic service and expert problem-solving. Skilled in data entry and active listening, consistently maintaining professionalism under pressure. Achieved significant improvements in customer satisfaction and repeat business.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
ATT
08.2020 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Staff
Publix Supermarkets
05.2010 - 02.2020
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Trained new hires on company procedures and best practices for handling customer inquiries efficiently and effectively.
- Developed rapport with customers through friendly communication, building trust in the brand and promoting loyalty.
- Resolved issues for improved customer relations, utilizing active listening and empathy during interactions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Booker T. Washington High School
Atlanta, GA05.2004
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Building rapport
- Live chat support
Timeline
Customer Service Representative
ATT
08.2020 - 12.2023
Customer Service Staff
Publix Supermarkets
05.2010 - 02.2020
Booker T. Washington High School
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