Tekela Burnett
Oxford,MS
Summary
A self-motivated professional seeking the position of virtual assistant where I can utilize great customer service, organizational and interpersonal skills to assist on your team. Experienced customer service representative with over 5 years of experience in telephone, email, and virtual customer service. I am highly familiar with customer relationship management (CRM) systems and software, conflict resolution, and computer escalations. I am excited to use my proven skills and customer enthusiasm to bring customer satisfaction efficiently and effectively to all to those I encounter while on the job.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
The Graduate Hotel
03.2024 - Current
- 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.
Tier 2 Customer Service Representative
Omni Interactions ( Intuit Turbo Tax)
02.2024 - 04.2024
- Utilized problem-solving skills to address customer complaints.
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Crosstrained in multiple departments to provide seamless assistance regardless of the specific issue at hand.
- Collaborated with colleagues across departments to expedite resolution efforts when needed, improving overall efficiency levels within the team.
Marketing Manager
Dp Resolutions
11.2023 - 02.2024
- Marketing analysis, Secure locations, Supervise representees with quota evaluations
Receiver
Wal-Mart Distribution Center
04.2023 - 11.2023
- Inspected and recorded incoming and outgoing orders for count, damage and dates
- Received product deliveries and supplies from distribution centers and other suppliers
- Organized deliveries by starting and stocking receivables.
Tax Preparer
T&T Tax Service
12.2017 - 01.2023
- Handled 70+ daily calls, revolving around new customer sign ups, retrieving customer data, researching product information, and canceling services
- Trained new employees on how to use CRM systems and how to open tickets on platforms not lined to Zendesk, kayo
- Peoplesoft & Remedy
- Escalated customers to appropriate departments for billing issues, complaints, and customer loyalty rewards while maintaining a claim tone and attitude.
Key Holder/ Lead Cashier
Dollar General
06.2020 - 02.2022
- Responsible for daily opening and closing of registers and performing money counts for 20+ cash drawers
- Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate pricing upon purchasing
- Processed returns, credits, gift cards, and various forms of POS payments for customers and employees
- Implemented new customer service strategies to decrease wait times in customer lines, and to improve checkout times during the holiday season.
Assistant Manager
Mcdonalds
02.2014 - 09.2021
- Scheduling employees for each shift, handling bank drops, performing inventory when needed, and ensuring that the swing managers ran shift accordingly
- Guest Service, Orientations/ Interviews, Trained crew trainers to become swing managers
Sales Associate
Office Depot
03.2018 - 09.2020
- Assisted an average of 50 customers each day with finding specialized items & provided recommendations for customer projects
- Achieved an average of 100% sales goal each quarter for the department and maintained a 97% customer satisfaction survey rating
- Maintained neat and attractive merchandise aisles and displays to help maximize product inventory tracking and purchases
- Tracked inventory for over 10,000 items by validating stock, Ku's, customer exchanges and daily returns.
Education
Diploma -
Concorde Career College
01.2021
Diploma -
South Panola High School
01.2004
Skills
- Technical support
- Inbound & outbound calls
- Virtual chat
- Email support
- Guest service
- Ticketing system
- CRM systems
- Microsoft Word
- Microsoft Excel
- POS systems
Professional Development
Medical Office Professional
Timeline
Customer Service Representative
The Graduate Hotel
03.2024 - Current
Tier 2 Customer Service Representative
Omni Interactions ( Intuit Turbo Tax)
02.2024 - 04.2024
Marketing Manager
Dp Resolutions
11.2023 - 02.2024
Receiver
Wal-Mart Distribution Center
04.2023 - 11.2023
Key Holder/ Lead Cashier
Dollar General
06.2020 - 02.2022
Sales Associate
Office Depot
03.2018 - 09.2020
Tax Preparer
T&T Tax Service
12.2017 - 01.2023
Assistant Manager
Mcdonalds
02.2014 - 09.2021
Diploma -
Concorde Career College
Diploma -
South Panola High School