Terrika Smith
Apple
Duquesne,PA
13
years of professional experience
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Work History
Apple Support Advisor
5 Years 3 Months- Developed and implemented customer engagement strategies to enhance user experience.
- Collaborated with cross-functional teams to drive product improvements and feature enhancements.
- Analyzed customer feedback to identify trends and inform product development decisions.
- Interacted with customers through diverse modes like phone calls, emails, and live chat sessions.
- Worked in tandem with multiple teams, including Marketing and Sales.
- Researched and rectified software issues effectively.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
4 Years 9 Months- Collaborated with cross-functional teams to streamline processes and enhance customer experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Sales Associate
2 Years 8 Months- Assisted customers with product selections, enhancing overall shopping experience.
- Managed cash register operations, ensuring accurate transactions and efficient service.
- Collaborated with team members to maintain store presentation and organization standards.
- Trained new associates on sales techniques and customer service best practices.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Education
High School Diploma
Skills
Inbound and outbound calling
Account updating
Complaint resolution
Product knowledge
Building rapport
Problem-solving abilities
Documentation
Multi-Task management
Payment processing
Customer Service
Technical proficiency
Communication proficiency
Active listening
Emotional intelligence
Timeline
Apple Support Advisor
Apple
05.2021 - 08.2026Read More
Customer Service Representative
DIRECTV
08.2016 - 05.2021Read More
Sales Associate
Old Navy
12.2013 - 08.2016Read More
West Mifflin Area High School
High School Diploma
Read More