Summer Graham
Portal,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
WOW Internet Cable Phone
Atlanta, NE
04.2020 - 04.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
House Cleaner
Cleaning Technologies Group
Augusta, GA
04.2018 - 04.2019
- Swept, mopped, vacuumed and polished floors of all types.
- Dusted furniture, window sills and other surfaces to remove dirt and cobwebs.
- Cleaned bathrooms including toilets, showers and bathtubs, sinks and countertops.
- Washed windows inside and outside as needed.
- Emptied wastebaskets and replaced liners.
- Polished metal fixtures in kitchen and bathroom areas.
- Organized closets according to customer specifications.
- Sanitized doorknobs, light switches and other frequently touched surfaces.
- Scrubbed walls with appropriate cleaning solutions to remove marks or stains.
- Maintained supplies such as paper towels, toilet tissue, soaps.
- Removed lint from carpets using a vacuum cleaner attachment.
- Transported trash bags to designated outdoor receptacles for disposal.
- Cleansed kitchen appliances such as microwaves, stoves, dishwashers.
- Disinfected kitchen utensils like cutting boards and knives after use.
- Swept patios or decks of debris or leaves with a broom or blower.
- Provided additional services upon request by customers such as laundry washing, folding, ironing or pet care.
- Operated industrial cleaning equipment safely in accordance with manufacturer's instructions.
- Replaced air freshener cartridges when necessary to maintain pleasant odors in the home.
- Organized, cleaned and sanitized kitchens, bedrooms, living rooms and bathrooms to tidy and eliminate daily germs.
- Cleaned homes following specific and detailed protocols and requests.
- Washed and dried dishes to maintain clean and orderly kitchen.
- Operated in-house and portable vacuums to remove dust and debris from hardwood floors, carpets and upholstery.
- Laundered sheets and other bedding, made beds and fluffed pillows.
- Marketed cleaning services to grow customer base, offering client referral discounts, coupons and holiday promotions.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Cleaned building floors by sweeping, mopping and scrubbing.
- Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
Home Health Aide
Rescare Homecare
Swainsboro, GA
Education
High School Diploma -
Portal Middle High School
Portal, GA05-2016
Skills
- Call Management
- Complaint resolution
- Product Knowledge
- Information Security
- Scheduling
- Appointment Scheduling
- Inbound and Outbound Calling
- Data Collection
- Data Entry
- Follow-up skills
- Microsoft Excel
- Customer Relations
- Materials Transport
- Calendaring
- Delivery Scheduling
- Office equipment proficiency
- Schedule mastery
- Researching
- Call Center Operations
- Proofreading
- Microsoft Outlook
- Customer Service
- Problem-solving abilities
- Complaint Handling
Timeline
Customer Service Representative
WOW Internet Cable Phone
04.2020 - 04.2021
House Cleaner
Cleaning Technologies Group
04.2018 - 04.2019
Home Health Aide
Rescare Homecare
High School Diploma -
Portal Middle High School
Quote
Don't you dare underestimate the power of your own instinct.
Barbara Corcoran
Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteImportant To Me
4-day work weekFlexible work hoursWork from home optionPaid time offWork-life balancePaid sick leaveSimilar Profiles
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