Sylvia Wright
Fargo,ND
Summary
Dynamic Customer Service Representative with proven expertise at Shotwell Florist, excelling in conflict resolution and technical support. Enhanced customer satisfaction through effective order processing and relationship building, consistently achieving service goals. Demonstrated advanced product knowledge while managing databases, ensuring accurate customer interactions and driving repeat business.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Shotwell Florist
Fargo, North Dakota
03.2025 - Current
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided accurate information about products and services to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Took special orders in person and over telephone, generating additional revenue every month.
- Maintained a high level of professionalism when dealing with difficult customers.
- Prevented key account losses by researching discrepancies and correcting problems.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Collected deposits or payments and arranged for billing.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated system with order specifics and customer details, preferences, and billing information.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Updated databases with new and modified customer data.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted available products and services to customers during service, account management and order calls.
- Identified opportunities for upselling additional products or services based on customer needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Provided top quality control and eliminated downtime to maximize revenue.
- Contacted customers about potential service upgrades, new services and account changes.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Customer Service Representative
Group O
Milan, IL
01.2025 - 03.2025
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided accurate information about products and services to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Developed positive relationships with customers through friendly interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Collected deposits or payments and arranged for billing.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated system with order specifics and customer details, preferences, and billing information.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries via phone, email, and chat.
IT Help Desk Agent
Tech Mahindra
Fargo, ND
07.2024 - 10.2024
- Conducted remote diagnostics to identify and solve technical problems.
- Monitored server resources including disk space usage, CPU utilization.
- Maintained up-to-date case documentation for future reference.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Demonstrated advanced product knowledge to solve customer issues.
- Updated customer information and account status in the database following each interaction.
- Supported the installation of new hardware components such as printers, scanners.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Managed the configuration and setup of customer accounts and systems.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Participated in training sessions for updating skills in latest technologies.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Identified root cause of IT related issues by conducting troubleshooting activities.
- Resolved customer complaints via phone or email in a timely manner.
- Guided customers through step-by-step solutions in a clear and concise manner.
IT Help Desk Agent
Outreach Marketing
Chicago, IL
01.2023 - 06.2024
- Monitored server resources including disk space usage, CPU utilization.
- Maintained up-to-date case documentation for future reference.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Demonstrated advanced product knowledge to solve customer issues.
- Updated customer information and account status in the database following each interaction.
- Supported the installation of new hardware components such as printers, scanners.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Tested computer equipment to ensure proper functioning prior to deployment.
- Managed the configuration and setup of customer accounts and systems.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Developed and maintained user accounts, profiles, file systems, directories, access privileges and security settings.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Deployed anti-virus software on all workstations within the organization's network.
- Participated in training sessions for updating skills in latest technologies.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Coordinated with vendors for resolution of complex technical problems.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Maintained positive working relationship with fellow staff and management.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Supported customers with online billing, access, and account issues.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Resolved customer complaints via phone or email in a timely manner.
- Performed routine maintenance and software updates on support tools and customer systems.
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Travel Reservationist
IGT Solutions
Omaha, NE
02.2020 - 04.2023
- Greeted guests and provided them with necessary information about hotel services.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Checked availability of rooms upon request from potential customers.
- Updated reservation records, availability, rates and other data into computer system.
- Relayed information on availability, pricing and discounts to customers.
- Handled cash transactions accurately when taking payment for rooms or services rendered by the hotel.
- Assisted customers in making reservations over the phone and online.
- Provided customer service to ensure guest satisfaction.
- Ensured accuracy of all customer information entered into the system.
- Coordinated with front desk staff to maintain maximum occupancy.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Provided assistance to front desk staff during peak times or when needed.
- Resolved customer complaints in a professional manner.
- Created weekly and monthly summaries of all bookings made by customers.
- Answered guests' questions regarding local attractions and directions.
- Maintained a friendly environment to encourage repeat business from customers.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Reviewed guest information and payment options, checking for accuracy and completeness.
- Verified guest information and payment options ensuring accuracy and completeness.
- Maintained confidentiality of customer information in compliance with privacy regulations.
- Took reservations from patrons by phone or online.
- Processed payments for room reservations and other services.
- Researched and resolved customer issues.
- Suggested amenities suited to clients' needs.
- Managed cancellations and changes in existing reservations.
Education
High School Diploma -
Irondale High School
New Brighton, MN05-1984
Skills
- Customer service
- Technical support
- Order processing
- Database management
- Conflict resolution
- Product knowledge
Timeline
Customer Service Representative
Shotwell Florist
03.2025 - Current
Customer Service Representative
Group O
01.2025 - 03.2025
IT Help Desk Agent
Tech Mahindra
07.2024 - 10.2024
IT Help Desk Agent
Outreach Marketing
01.2023 - 06.2024
Travel Reservationist
IGT Solutions
02.2020 - 04.2023
High School Diploma -
Irondale High School
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