Toni Perry
Milwaukee,Wisconsin
Summary
I know that I am a Qualified call center representative with 15 years in fast-paced customer service and call center environments. Personable and professional under pressure.
Overview
23
23
years of professional experience
Work History
Customer Service Specialist
Kohl's Menomonee Falls
Menomonee Falls, WI
09.2015 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
Care Coordinator
Center For Quality Community Life
Milwaukee, WI
10.2014 - 11.2022
- Interviewed and evaluated clients, including conducting safety and risk assessments.
- Supplied crisis intervention and substance abuse services to patients in the community.
- Maintained regular contact with clients, including visiting clients\' homes.
- Solicited advice and guidance from senior personnel and other experts when difficult or atypical situations developed.
- Wrote reports and case summaries and compiled work records, including required statistics.
- Investigated suspected cases of child abuse, neglect and exploitation.
- Taught patients how to apply for insurance and prescription programs.
Customer Service Representative
US Cellular
West Allis, WI
03.2009 - 10.2014
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Described product to customers and accurately explained details and care of merchandise.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Politely assisted customers in person and via telephone.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Organized store merchandise racks by size, style and color to promote visually appealing environment.
- Asked open-ended questions to assess customer needs.
Customer service
US Cellular
Waukesha, WI
09.2006 - 03.2009
- Effectively managed a high-volume of inbound customer calls.
- Answered a constant flow of customer calls with up to 300 calls in queue.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Education
High School Diploma - undefined
Rufus King High School
Milwaukee, WI1995
Bachelor of Arts - Early Childhood Education
Lane College
Jackson, TNBachelor of Arts - Early Childhood Education
UW Parkside
Kenosha, WISkills
- Skilled in call center operations
- Adheres to customer service procedures
- Strong problem solving aptitude
- Exceptional communication skills
- Quick learner
- Credit card processing
Timeline
Customer Service Specialist
Kohl's Menomonee Falls
09.2015 - Current
Care Coordinator
Center For Quality Community Life
10.2014 - 11.2022
Customer Service Representative
US Cellular
03.2009 - 10.2014
Customer service
US Cellular
09.2006 - 03.2009
High School Diploma - undefined
Rufus King High School
Bachelor of Arts - Early Childhood Education
Lane College
Bachelor of Arts - Early Childhood Education
UW Parkside