Velva Coburn
Nickelsville,VA
Summary
Skilled in complaint handling and CRM software, I excelled at ACT by managing high call volumes and demonstrating unparalleled customer focus, leading to increased satisfaction and repeat business. At The Garden Fairy, my ownership role further honed my ability to foster client relationships, enhancing service delivery and operational efficiency.
Overview
31
31
years of professional experience
Work History
CSR
ACT
12.2024 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Owner
The Garden Fairy
04.2003 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
CSR
Sasso HAVC
06.2000 - 04.2003
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Cosmetologist
Louise’s Coiffure’s
06.1994 - 06.2000
- Maintained a clean and hygienic work environment by following strict sanitation guidelines and procedures.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Demonstrated high level of customer service to increase retention and satisfaction.
- Processed payments, entering sales in register for prompt customer service.
Education
Certified Phlebotomy Technician NHA - CPT/NHA
VHCC
Abingdon, VA10.2024
Science
Palm Beach State College
Palm Beach Gardens2009
Medical Assistant - Medical Assistant And Phlebotomy Tech Certificate
Sanford Brown
Fort Lauderdale, FL06.2007
Cosmetologist - Cosmetology
North Technical School
Riviera Beach, FL08.1993
Skills
- Call center experience
- Complaint handling
- CRM software
- Customer service
- Active listening
- Critical thinking
- Professional telephone demeanor
- Conflict resolution
- Training development aptitude
Timeline
CSR
ACT
12.2024 - Current
Owner
The Garden Fairy
04.2003 - Current
CSR
Sasso HAVC
06.2000 - 04.2003
Cosmetologist
Louise’s Coiffure’s
06.1994 - 06.2000
Certified Phlebotomy Technician NHA - CPT/NHA
VHCC
Science
Palm Beach State College
Medical Assistant - Medical Assistant And Phlebotomy Tech Certificate
Sanford Brown
Cosmetologist - Cosmetology
North Technical School
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