WEN-DELL WEATHINGTON
Covington,KY
Summary
Results-oriented customer service professional skilled in building relationships, cultivating partnerships, and driving business growth. Articulate, enthusiastic, and committed to maintaining high levels of customer satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Support Specialist
Strikeman USA, Inc
Cincinnati, OH
02.2024 - Current
- Manages high volume of incoming service tickets while providing exceptional customer service.
- Achieved personal and team targets, including KPIs.
- Processes refunds, returns, exchanges and warranties utilizing an efficient returns management system. This also includes opening returned packages and testing those products for potential resale.
- Modifies orders through the Shopify website, including updating addresses, reviewing purchased items, processing refunds, and applying discounts.
- Maintains a Retentions database by contacting customers regarding their refund requests. This is done by inputting all collected data regarding the refund requests (items requesting to be returned, reasons for return and troubleshooting technical issues in hopes of retaining the sale) and using the data to produce a better product.
Team Lead - Lafayette Life
Western and Southern Financial Group
Cincinnati, OHIO
08.2023 - 08.2023
- Lead the phone team to meet and exceed client expectations regarding policy changes and services.
- Tracked and measures individual and team goals on a daily and long-term basis.
- Supported the team in handling client/agent escalations by offering guidance and solutions for challenging interactions.
- Organized and presided over team discussions on policy operations through in-person or virtual meetings.
Case Consultant - Columbus Life
Western and Southern
02.2022 - 08.2023
- Successfully addressed inquiries from agents, producers, and clients through telephone conversations, email communication, and written correspondence. Proficiently answered questions about existing contracts and products.
- Exceeded KPIs to help set a standard of performance goals within the department.
- Executed transaction processing tasks across multiple administrative systems, such as MDOCS, OIT, PRD5, and Bluezone.
- Utilized LOMA's industry-specific programs and resources to further industry knowledge.
Education
Associate of Arts - Psychology -
Cincinnati State Technical And Community College
Cincinnati, OH06.2010
Skills
- Customer service excellence
- Technical Troubleshooting
- Customer Needs Assessment
- User Support
- Online Chat Support
- Incoming Call Management
- Database Management
- Analytical Thinking
- Problem-solving aptitude
- Multitasking
Accomplishments
- Awarded the Special Merit Incentive Award honoring exemplary performance earning $2205.00. Western and Souther Financial Group 2022.
- Nominated for the 22nd annual Rose Awards in April of 2015. This award is given in recognition of service excellence beyond the normal call of duty to visitors of greater Cincinnati.
- Winner of the Associate of the month award at Holiday Inn Cincinnati Riverfront. June 2014.
Timeline
Customer Support Specialist
Strikeman USA, Inc
02.2024 - Current
Team Lead - Lafayette Life
Western and Southern Financial Group
08.2023 - 08.2023
Case Consultant - Columbus Life
Western and Southern
02.2022 - 08.2023
Associate of Arts - Psychology -
Cincinnati State Technical And Community College
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