Vanessa Upshaw
Fort Wayne,IN
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
UMB Financial Services
Fort Wayne, IN
04.2023 - Current
- 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.
- Educated customers about billing, payment processing and support policies and procedures.
- Built rapport with clients, fostering long-term relationships that led to increased customer loyalty and repeat business.
Customer Service Representative
Nordstorms Rack
Remote
03.2022 - Current
- Contributed to team success, consistently achieving call center performance metrics.
- Managed high call volume with exceptional professionalism and efficiency.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Managed customer relations on ongoing basis to maximize customer retention.
- Managing chats/emails/inbound & outbound calls
Customer Service Representative
Teleperformance
Remote
12.2019 - 03.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
South Side High School
Fort Wayne, IN04.2020
Skills
- Payment Processing
- Customer Service
- Database Research
- Problem Resolution
- Active Listening
- Call Center Operations
Certification
- Sales Essentials Certificate
Timeline
Customer Service Representative
UMB Financial Services
04.2023 - Current
Customer Service Representative
Nordstorms Rack
03.2022 - Current
Customer Service Representative
Teleperformance
12.2019 - 03.2022
High School Diploma -
South Side High School