Summary
Overview
Work History
Education
Skills
Timeline
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T'Onnie Sterling

Las Vegas

Summary

Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.

Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in Desired Position role.

Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.

Overview

1
1
year of professional experience

Work History

Customer Service Representative

IntouchCX
02.2024 - 03.2025


  • Supported strategic planning efforts by providing input on operational considerations such as staffing levels and resource allocation.
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.

Education

Diploma -

Bonanza High School
Las Vegas, NV
06.2021

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Payment processing
  • Complaint resolution
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Call management
  • Product knowledge
  • Paperwork processing
  • Appointment scheduling
  • Order processing
  • Team development

Timeline

Customer Service Representative

IntouchCX
02.2024 - 03.2025

Diploma -

Bonanza High School

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T'Onnie Sterling