Terrence Pinkney
Houston,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. 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. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative [REMOTE]
Brightree
Peachtree Corners, GA
05.2023 - Current
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Identified needs of customers promptly and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Understood and followed oral and written directions.
- Completed day-to-day duties accurately and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Made outbound calls to obtain account information.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Service Representative [REMOTE]
Ashley Furniture Homestore
Memphis, TN
08.2022 - 09.2023
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Consulted with customers to resolve service and billing issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Oversaw warranty counseling process to manage expense controls.
- Improved customer service wait times to mitigate complaints.
- Updated databases with new and modified customer data.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Set up and activated customer accounts.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Answered customer inquiries and provided accurate information regarding products and services.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
General Manager
Sonics Drive In
Stafford, TX
01.2013 - 02.2022
- Delegated work to staff, setting priorities and goals.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Ensured compliance with local health department regulations regarding food safety standards.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Administered employee discipline through verbal and written warnings.
- Recruited, interviewed and hired qualified staff for open positions.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Created schedules and monitored payroll to remain within budget.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Designed sales and service strategies to improve revenue and retention.
- Completed day-to-day duties accurately and efficiently.
- Modified existing software systems to enhance performance and add new features.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
High School Diploma -
Elsik High School
Houston, TX05-2004
Skills
- Product Knowledge
- Data Collection
- Scheduling
- Complaint Resolution
- Account Updating
- Call Management
- Appointment Scheduling
- Inbound and Outbound Calling
- Active Listening
- Spreadsheets
- Order Processing
- Customer Consulting
- Positive and Professional
- Team Development
- Customer Service
- Call Center Operations
- Service Upselling
- Researching
- Store Maintenance
- Staff Training
- Product Sales
- Conflict Resolution
- Retail Marketing
- Delivery Scheduling
- Reading Comprehension
Timeline
Customer Service Representative [REMOTE]
Brightree
05.2023 - Current
Customer Service Representative [REMOTE]
Ashley Furniture Homestore
08.2022 - 09.2023
General Manager
Sonics Drive In
01.2013 - 02.2022
High School Diploma -
Elsik High School
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