Tina Henderson
Louisville,MS
Summary
Experienced with managing high-volume customer interactions and resolving complex issues efficiently. Utilizes strong communication skills to ensure customer satisfaction. Knowledge of best practices in customer service and maintaining positive client experience.
Overview
12
12
years of professional experience
Work History
Customer Service Professional
Working Solutions
05.2020 - Current
- 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
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Assisted customers by answering questions and responding to inquiries.
CUSTOMER SERVICE REPRESENTATIVE
Convergys Corporation
09.2019 - 05.2020
- 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
CUSTOMER SERVICE REPRESENTATIVE
TTEC Holdings
10.2018 - 09.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- 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
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
CUSTOMER SERVICE REPRESENTATIVE
Sykes Enterprises Inc
02.2018 - 06.2018
- 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
06.2013 - 01.2018
- Trained and mentored new employees to maximize team performance and achieve daily performance objectives
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Greeted and assisted all customers daily in high traffic retailer
- Consistently met financial targets with close monitoring of expenses, labor hours and supply use
- Oversaw personnel recruitment, performance and scheduling
- Coached new team members on job tasks and performance strategies
Education
HIGH SCHOOL DIPLOMA -
Nanih Waiya School
Louisville, MS05.1985
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
- Document and Records Management
- Computer Proficiency
- Active listening
- Customer service excellence
- De-escalation techniques
Timeline
Customer Service Professional
Working Solutions
05.2020 - Current
CUSTOMER SERVICE REPRESENTATIVE
Convergys Corporation
09.2019 - 05.2020
CUSTOMER SERVICE REPRESENTATIVE
TTEC Holdings
10.2018 - 09.2019
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
Similar Profiles
Destinee ChavezDestinee Chavez
Education & Development Specialist at Working SolutionsEducation & Development Specialist at Working Solutions
Dexian HenryDexian Henry
Senior Resource Coordinator at Working SolutionsSenior Resource Coordinator at Working Solutions
Sequoyah HodgesSequoyah Hodges
Data Entry Clerk at Working SolutionsData Entry Clerk at Working Solutions
Triston HaylesTriston Hayles
Labor hand/Heavy Equipment Operator at Warner ServicesLabor hand/Heavy Equipment Operator at Warner Services
Cillmuriel GladneyCillmuriel Gladney
Licensed Practical Nurse at The Goldton of AdeliadeLicensed Practical Nurse at The Goldton of Adeliade