Toshiba Stewart
Chicago Heights,IL
Summary
Dedicated Service Professional with proven record of building dynamic relationships and retaining clients. Highly effective in coaching peers while demonstrating exemplary communication skills, and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives, clients, and team members to further company goals.
Overview
7
7
years of professional experience
Work History
Chat Support Specialist
Enova International
10.2021 - 02.2023
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Managed over 700 accurate records to document customer service actions and discussions.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected customer concerns to promote company loyalty by 25%.
- Generated customer satisfaction surveys to analyze results into action plans.
Customer Service Manager
Val's Cleaning Service
09.2020 - 04.2021
- Trained and regularly mentored over 30 associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company wide.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Received payments via cash, check, credit cards, vouchers and automatic debits and issued receipts, refunds, credits or change due to customers.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets increase 35%.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
Customer Service Representative
Fireking Security Group
11.2019 - 03.2020
- Answered constant flow of high-volume customer calls with minimal wait times up to 300 customers daily.
- Updated account information to maintain over 2000 customer records.
- Maintained professional relationship with over 500 shippers, receivers and drivers to increase trust, reliability and rapport via dispatch.
- Provided Technical Support to program and override safes.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Communicated with customers to provide products updates and resolution.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Prepared and reviewed insurance applications to verify compliance with regulations.
Customer Service Manager
Public Storage
10.2018 - 08.2019
- Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs for 600 customers.
- Handled customer inquiries and suggestions courteously and professionally,
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support for 600 internal and external customers.
- Assisted with pricing questions, inventory availability and changes to existing order and units.
- Administered insurance compliance.
Customer Service Specialist
Lee Enterprises
09.2015 - 09.2017
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Communicated with over 1500 drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of Newspapers.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Responded to customer calls and emails to answer questions about products and services.
Customer Service Representative
Americans Teleperformance
01.2016 - 01.2017
- Handled over 800 customer inquiries and suggestions courteously and professionally.
- Completed daily cold calling and outreach to build sales pipeline.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses by 25%.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Incoming/outbound calls up too 700 customers.
Education
Associate of Arts - Liberal Arts And Sciences
Prairie State College
Chicago Heights, IL05.2023
Skills
- Computer Literacy
- 40 WPM
- Microsoft Office/ Adobe Proficiency
- Customer Complaint Resolution
- Administrative Support
- Technical Support
- Payroll Coordination
- Personnel Recruitment
- Quarterly Performance Reviews
- Office Administration
Timeline
Chat Support Specialist
Enova International
10.2021 - 02.2023
Customer Service Manager
Val's Cleaning Service
09.2020 - 04.2021
Customer Service Representative
Fireking Security Group
11.2019 - 03.2020
Customer Service Manager
Public Storage
10.2018 - 08.2019
Customer Service Representative
Americans Teleperformance
01.2016 - 01.2017
Customer Service Specialist
Lee Enterprises
09.2015 - 09.2017
Associate of Arts - Liberal Arts And Sciences
Prairie State College
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