Sky Lake
Las Vegas,NV
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
11
11
years of professional experience
Work History
Customer Care Agent
Golden Customer Care
Remote
01.2026 - Current
- Provided product information and promoted services to enhance customer satisfaction.
- Utilized CRM software to document interactions and track customer feedback efficiently.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined response times by implementing improved workflows for handling tickets.
- Handled a call volume of 60+ inbound calls daily.
Member Service Agent
Mountain America Credit Union
Remote
04.2022 - 01.2026
- Assisted members with account inquiries, ensuring prompt and accurate responses.
- Educated members on credit union products and services to enhance financial literacy.
- Resolved member concerns through effective communication and problem-solving techniques.
- Managed high call volumes up to 80 calls daily while maintaining exceptional levels of professionalism and accuracy throughout each interaction.
Customer Loyalty Representative
Zappos
Remote
08.2019 - 04.2022
- Responded to customer inquiries, providing accurate product information and solutions.
- Assisted customers with order processing, ensuring timely and efficient service delivery.
- Facilitated returns and exchanges, enhancing customer satisfaction through clear communication.
- Collaborated with team members to streamline processes and improve overall efficiency.
- Developed knowledge of product offerings to assist in upselling initiatives effectively.
Mobile Expert
T-Mobile
Las Vegas, NV
06.2015 - 08.2019
- Provided expert product knowledge to customers, enhancing their understanding of mobile technology and services.
- Demonstrated adaptability by quickly learning new systems and processes related to mobile sales.
- Collaborated with team members to improve store operations and enhance customer engagement strategies.
- Led initiatives to drive sales performance, fostering a team-oriented atmosphere focused on achieving targets.
- Took my store from bottom 3% in sales for our district to the top 5% for sales.
Education
Bachelor of Science - Marine Biology
Unity College
New Gloucester, ME07.2026
GED -
College of Southern Nevada
Las Vegas, NV12.2015
Skills
Retention
Sales and upselling
Netsuite ERP
Remote office availability
Customer relationship management (CRM)
Data entry
Live chat support
Appointment scheduling
CRM software
Payment processing
- CRM software
- Live chat support
- Escalation management
- Billing coordination
- Customer service
- Data entry
- Upselling techniques
- Brand representation
- Netsuite ERP
- Sales quota achievement
- Customer retention strategies
Timeline
Customer Care Agent
Golden Customer Care
01.2026 - Current
Member Service Agent
Mountain America Credit Union
04.2022 - 01.2026
Customer Loyalty Representative
Zappos
08.2019 - 04.2022
Mobile Expert
T-Mobile
06.2015 - 08.2019
Bachelor of Science - Marine Biology
Unity College
GED -
College of Southern Nevada