Tina Henderson
Customer Service Representative
Louisville,MS
Summary
Innovative Call Center Representative with five years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Working Solutions
Dallas, TX
05.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Handled over 60 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Customer Service Representative
Convergy’s Corporation
Cincinnati, OH
09.2019 - 10.2020
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Evaluated customer account information to assess current issues and determine potential solutions
- Documented conversations with customers to track requests, problems and solutions
- Set up and activated customer accounts
- Delivered high level of service and support to each customer, paving way for future business opportunities
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
- Consulted with customers to determine best methods to resolve service and billing issues
- Handled over 60 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Customer Service Representative
Ttec Holdings
Englewood, CO
10.2019 - 05.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Health regulatory agencies
- Set up and activated customer accounts
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
- Consulted with customers to determine best methods to resolve service and billing issues.
- Recommended products to customers, thoroughly explaining details.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Customer Service Representative
Sykes Enterprises Inc
Tampa, FL
02.2018 - 06.2018
- Assisted approximately 100 customers each day with internet service questions
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Assessed customer needs and upsold products and services to maximize sales
- Documented conversations with customers to track requests, problems and solutions
- Set up and activated customer accounts
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Assistant Manager
Vowell’s Marketplace
Louisville, MS
06.2013 - 01.2018
- Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives
- Managed day-to-day operations, including supervision and assignment delegation for employees
- Trained and mentored new employees to maximize team performance and achieve daily performance objectives
- Greeted and assisted all customers daily in high traffic retailer
- Consistently met financial targets with close monitoring of expenses, labor hours and supply use
- Established, enforced and updated policies keeping business agile and responsive to changing market conditions
- Analyzed employee workloads to meet seasonal fluctuation needs
- Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines
- Oversaw personnel recruitment, performance and scheduling
- Coached new team members on job tasks and performance strategies.
Education
High School Diploma -
Nanih Waiya School
05.1985
Skills
- Patient and Empathetic
- Upbeat and Positive Personality
- Understanding Customer Needs
- Credit Card Payment Processing
- Call Documentation
- Upselling Products and Services
- Efficient and Detail-Oriented
- Customer Inquiry Response
- Document and Records Management
- Computer Proficiency
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Never let yesterday use up too much of today.
Will Rogers
Timeline
Customer Service Representative
Working Solutions
05.2020 - Current
Customer Service Representative
Ttec Holdings
10.2019 - 05.2020
Customer Service Representative
Convergy’s Corporation
09.2019 - 10.2020
Customer Service Representative
Sykes Enterprises Inc
02.2018 - 06.2018
Assistant Manager
Vowell’s Marketplace
06.2013 - 01.2018
High School Diploma -
Nanih Waiya School
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