Theresa Harper
Surfside Beach,SC
Summary
Dynamic customer service professional with a proven track record in conflict resolution, critical thinking, and enhancing customer relations. Committed to delivering exceptional service and driving customer satisfaction. Human Resources experience, Inventory control, meeting deadlines and budget metrics.
Overview
15
15
years of professional experience
Work History
Customer Service Representative (Remote)
Dynamic Design Enterprises
07.2020 - 01.2026
- Assisted customers with inquiries and issues via phone and email.
- Processed orders and managed customer accounts efficiently.
- Collaborated with team members to enhance service delivery standards.
- Utilized CRM software to track customer interactions and feedback.
- Resolved complaints promptly, ensuring customer satisfaction and retention.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Manager
Food Lion
04.2020 - 07.2020
- Led customer service team to enhance operational efficiency and improve service quality.
- Developed training programs to mentor staff in effective communication and conflict resolution strategies.
- Implemented customer feedback systems to assess satisfaction and drive service improvements.
- Analyzed performance metrics to identify trends and develop targeted action plans for team enhancement.
Customer Service Manager
Bi-Lo Grocery Store
08.2010 - 04.2020
- Collaborated with cross-functional teams to streamline processes and optimize inventory management practices.
- Established best practices for handling customer inquiries, resulting in improved response times and resolution rates.
- Conducted regular team meetings to foster collaboration, share insights, and align on service goals.
- Managed escalated customer issues, ensuring timely resolutions while maintaining a positive brand image.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Education
High School Diploma -
DuVal High School
Lanham, MDSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Conflict resolution
- Call center operations
Timeline
Customer Service Representative (Remote)
Dynamic Design Enterprises
07.2020 - 01.2026
Customer Service Manager
Food Lion
04.2020 - 07.2020
Customer Service Manager
Bi-Lo Grocery Store
08.2010 - 04.2020
High School Diploma -
DuVal High School