Whitney Coss
Hampton,GA
Summary
Efficient professional with extensive experience in managing high-stress situations and resolving disputes professionally. Skilled in increasing customer loyalty and satisfaction by providing timely, knowledgeable support through effective call/chat/email handling. Skilled in multiple software systems, fluent in Spanish, and trained in technical support and employee training. Seeking to leverage these skills in a new, challenging customer support role.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Atria Fashions
06.2022 - 11.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Responded to customer calls in a timely and professional matter, increasing customer loyalty by 11% and repeated business in the first month
- Accurately recorded customer information, which led to a 30% decrease in customer service complaints
- Responded to customer requests for products, services, and company information maintaining a 98% level of satisfaction amongst customers
Call Center Agent
Albert & Son's
11.2018 - 05.2022
- Managed multiple call center positions, ensuring that each rep was trained and qualified to handle and respond to all incoming customer calls
- Provided customer service and sales support for the company's products, making sure to provide a friendly, knowledgeable and professional experience
- Gave support for the company's live chat platform, maintaining high customer satisfaction
- Provided voice and technical support for all inbound and outbound phone lines, ensuring that each line is properly configured, maintained and monitored
- Trained 7 new employees on the company's products
Call Center Representative
Steve Madden
06.2016 - 08.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner
Education
No Degree - Criminology
John Jay College
New York, NYSkills
- Fluent Spanish speaker & writer
- Microsoft Office
- Google Workspace
- AIMS 360
- Project Management
- Executive Support
- Time Management
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
Timeline
Customer Service Representative
Atria Fashions
06.2022 - 11.2023
Call Center Agent
Albert & Son's
11.2018 - 05.2022
Call Center Representative
Steve Madden
06.2016 - 08.2018
No Degree - Criminology
John Jay College
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