Twana Brown
Rockmart,GA
Summary
Committed to ensuring customer satisfaction by providing exceptional service, unmatched support, understanding customer needs and providing customized solutions to build loyalty. Proficient in utilizing customer service best practices, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills and adept at exploring different solutions to address customer needs effectively using a chat platform.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Rep Chat
The Home Depot Inc
02.2019 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Demonstrated strong organizational and time management skills while managing multiple tasks.
Retail Sales Representative
T Mobile
04.2002 - 01.2018
- Engaged in friendly conversation with customer to better uncover individual needs.
- Increased store revenue by consistently meeting and exceeding sales targets through effective upselling techniques.
- Boosted customer satisfaction by providing exceptional product knowledge and personalized recommendations.
- Collaborated with team members to achieve collective sales goals and boosted brand awareness and products to deliver outstanding customer service experiences.
- Able to mentor new hires and provide support.
Education
Associate of Applied Science - Marketing Management And Research
Chattahoochee Technical College
Marietta, GA12.2010
Associate of Arts - Early Childhood Education
Mississippi Gulf-Coast Community College
Biloxi, MS05.1999
Skills
- Meticulous attention to detail
- Problem-Solving
- Focused on customer satisfaction
- Skilled multi-tasker
- Analytical Thinking
- Call Center Operations
- Quality Assurance Controls
- Complaint resolution
- Attention to Detail
- Problem Resolution
- Organizational Skills
- Customer Retention Strategies
Certification
- Mediation Conflict Resolution & Alternative Dispute Resolution Kennesaw State University, 2015
Accomplishments
- Top 30 in Team Karim for FY23
- At Your Core Core Values Champion Kennesaw OCC 2020
- Evening of Excellence Winner 2H 2020
- 2x Team Keefer Empowering the Empowered mentor
- 10x Homer Award Recipient
Timeline
Customer Service Rep Chat
The Home Depot Inc
02.2019 - Current
Retail Sales Representative
T Mobile
04.2002 - 01.2018
Associate of Applied Science - Marketing Management And Research
Chattahoochee Technical College
Associate of Arts - Early Childhood Education
Mississippi Gulf-Coast Community College
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