Susan Steffens
Bellefontaine,MS
Summary
Driven Customer Support Representative with over 6 years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. Friendly personality improves customer retention and team building. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Lead CSR
Circle K
Memphis, TN
02.2021 - 10.2023
- Assisted in the development of training materials to standardize employee knowledge and performance.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Streamlined communication between departments for improved efficiency and customer experience.
- Contributed to the creation of promotional campaigns that increased brand awareness and attracted new customers.
Caretaker
Faye Taylor Residence
Memphis, TN
03.2023 - 08.2023
- Provided compassionate care to residents, assisting with daily tasks such as meal preparation and personal grooming.
- Planned, prepared, and served meals and snacks according to prescribed diets.
- Ran errands for patients, did shopping, and picked up other necessities.
- Remained alert to problems or health issues of clients and competently responded.
CSR
Marathon Oil
Memphis, TN
01.2018 - 02.2020
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Internship Student
St.Luke’s Episcopal School
Memphis, TN
03.2019 - 08.2019
- Developed professional skills through hands-on experiences, including time management and effective communication.
- Improved internship experience by efficiently managing assigned tasks and meeting deadlines.
- Sorted, organized, and maintained files.
- Received positive feedback from supervisors, reflecting a strong commitment to personal growth and development throughout the internship program.
- Gained practical experience in various aspects of the field, applying academic knowledge to real-world situations.
- Delivered high-quality work consistently, demonstrating strong work ethic and dedication to the internship program.
Education
Bachelor of Arts - Fine Arts & History
Memphis College of Art
Memphis, TN05.2020
Skills
- Complaint Handling
- Customer Service
- Understanding Customer Needs
- Computer Skills
- Money handling abilities
- De-Escalation Techniques
- Sales and Upselling
- Customer Relationship Management (CRM)
- Store maintenance
- Call Documentation
- Employee Coaching
- Following scripts
- LiveChat Messaging
- 100 wpm Typing Speed
- Customer Success Management
- Report Generation
- Teamwork and Collaboration
Affiliations
- MTS multicraft technical solutions llc
- Ralph Taylor Lumber Co.
Certification
Certified in CPR and first aid.
Timeline
Caretaker
Faye Taylor Residence
03.2023 - 08.2023
Lead CSR
Circle K
02.2021 - 10.2023
Internship Student
St.Luke’s Episcopal School
03.2019 - 08.2019
CSR
Marathon Oil
01.2018 - 02.2020
Bachelor of Arts - Fine Arts & History
Memphis College of Art