Vakura Lofton
Forest,MS
Summary
Please consider my application for the Customer Service Representative position. I believe that my skill set and experience match well with your needs. I have included my resume for your review and look forward to learning more about your company.
Throughout my career, I've excelled in roles that focus on helping others. I work to defuse tension by addressing issues head-on, making customers immediately aware that I am on their side and ready to assist. I've built an excellent history of restoring customer satisfaction. Leveraging my call center and customer service strengths, combined with proficiency in troubleshooting and resolution. I am well-prepared to deliver top-quality service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Adecco-Jackson, MS
05.2022 - 07.2024
- Ensures customers receive the best service possible through processing orders, preparing general correspondence, and coordinating with other functions as required enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Technical Support Specialist
NexRep-Remote
09.2021 - 03.2022
- Handles customer calls, correspondence for service, scheduling, and billing inquiries
- Communicates with branches personnel to resolve service and scheduling issues.
Customer Relations Specialist
TTEC-Remote
10.2017 - 09.2021
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Live Chat Agent
Great Day Improvements: A Family of Brands-Remote
02.2014 - 08.2017
- Engaged in dynamic live chat interactions with customers, adeptly addressing inquiries, concerns, and product/service-related issues.
Technical Lead
The Home Depot-Jackson, MS
05.2013 - 01.2014
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
Education
High School Diploma -
Forest High School
Forest, MSSkills
- Technical support
- Attention to Detail
- Inbound and Outbound Calling
- Medical Terminology
- Critical Thinking
- Time Management
- Complex Problem-Solving
- Telephone call control (10 years)
- Troubleshooting
- Data Entry
- Administrative Duties
- Microsoft Office Suite
- Customer Service
- Typing Proficiency (45 WPM)
- Application Installation (10 years)
- System Administration
- Onboarding (8 years)
- Operating Systems
- Computer Networking
- Microsoft Windows
- Technical Support
- Network Support
- LAN
- Microsoft Windows Server
- Active Directory
- Network Administration
- Network Monitoring
- VPN
- Network Protocols
- Help Desk
- Microsoft Exchange
- Order Processing
- Appointment Scheduling
- Paperwork Processing
- Product Knowledge
- Call Management
- Follow-up skills
- Scheduling
- Microsoft Outlook
- Call Center Operations
- Professional telephone demeanor
- Customer satisfaction measurement
- Payment Processing
- Complaint resolution
- Microsoft Excel
- Complaint Handling
- Money handling abilities
- Conflict Resolution
- Computer Proficiency
- Call center experience
- Problem Resolution
- Active Listening
- Problem-solving abilities
- Microsoft PowerPoint
- Administrative Support
- Prioritization
- Customer Relationship Management (CRM)
- Building rapport
- De-Escalation Techniques
- Clerical Support
- Quality Control
- Live chat support
- Filing
- Dispute Resolution
- Product Sales
- Customer Education
- Product and service solutions
- Multi-line phone talent
- Sales expertise
- Order Fulfillment
- Recordkeeping strengths
- Account updating
- Account Management
- Reading Comprehension
- Spreadsheets
- Service Upselling
- Office equipment proficiency
- Staff education and training
- Conflict Mediation
- Proofreading
- Retail store support
- Service standard compliance
- Product Promotion
- Document Control
- Medical terminology knowledge
- Quality Assurance Controls
- Escalation management
- Sales closing
- POS systems expert
- Project management abilities
- CRM Software
- Information Security
- Product Education
- CRM software proficiency
- Training development aptitude
- Key holder experience
- Strategic sales knowledge
- Shipping procedures understanding
- System implementation
- Delivery Scheduling
- Call triaging
- Software CRM system proficiency
- Credit adjustments
- Promotional support
- Key stakeholder relationship building
Accomplishments
- Documented and resolved Issue which led to Results.
- Achieved Result by introducing Software for Type tasks.
- Achieved Result by completing Task with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- First Aid Certification
- CCNA
- CPR Certification
- Food Handler Certification
- Certified Professional Coder
- Certified Coding Specialist
- RHIT
Workauthorization
Authorized to work in the US for any employer
Personal Information
Willing To Relocate: Anywhere
Languages
English
Professional Working
Timeline
Customer Service Representative
Adecco-Jackson, MS
05.2022 - 07.2024
Technical Support Specialist
NexRep-Remote
09.2021 - 03.2022
Customer Relations Specialist
TTEC-Remote
10.2017 - 09.2021
Live Chat Agent
Great Day Improvements: A Family of Brands-Remote
02.2014 - 08.2017
Technical Lead
The Home Depot-Jackson, MS
05.2013 - 01.2014
High School Diploma -
Forest High School
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