Customer service representative
Hi, I’m
Yasmin Hill
Summerville,SC
Summary
Dynamic customer service professional with 8 years of experience, including current role as Remote Customer Service Representative at Concentrix. Proven expertise in CRM, conflict resolution, and high-volume call management, ensuring customer satisfaction and retention. Seeking Remote Customer Service Representative position to leverage skills in problem-solving, account management, and effective communication.
Overview
12
years of professional experience
1
Certification
Work History
Concentrix
Customer Service Representative WFH
02.2024 - Current
Job overview
- Deliver exceptional customer support across multiple channels by addressing inquiries and resolving issues, ensuring timely and effective solutions
- Maintain comprehensive knowledge of products, services, and policies to provide accurate information and support customer satisfaction
- Process transactions such as orders, returns, and refunds with precision, while assisting with account management and technical troubleshooting
- Collaborate with cross-functional teams to enhance customer experience and drive revenue growth by suggesting complementary products or services
Dealer General Supply Co.
Hyundai Dealership General Lot Manager
07.2023 - 10.2024
Job overview
- Managed inventory and lot maintenance, ensuring vehicles were prepared for delivery and showroom presentation with correct pricing stickers and buyer's guides
- Trained and directed lot staff to maintain efficiency and quality of work, fostering a productive team environment
- Coordinated vehicle transportation and promoted showroom vehicles with appropriate marketing materials to enhance sales opportunities
Wrigs Inc.
Truck Dispatcher
03.2022 - 10.2024
Job overview
- Coordinated shipments by scheduling and assigning deliveries to drivers, optimizing routes for cost-effectiveness and efficiency
- Maintained continuous communication with drivers to monitor progress, provide support, and resolve delivery issues promptly
- Utilized tracking systems to oversee real-time location and status of trucks, ensuring adherence to on-time performance
- Monitored and updated delivery schedules to meet customer deadlines, promptly communicating any delays to stakeholders
TTEC
Remote Customer Service Representative | TTEC
12.2022 - 01.2024
Job overview
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Drivetime Car Dealership
Operations Specialist
12.2020 - 04.2023
Job overview
- Managed sales and service operations to optimize financial performance and achieve operational objectives
- Executed administrative functions, including credit checks and DMV paperwork processing, to ensure compliance and efficiency
- Facilitated a seamless car buying experience by assisting customers throughout the purchasing process and maintaining accurate records
- Collaborated with corporate offices to ensure accurate data management and supported customer service representatives in handling inquiries and scheduling
Southern Siding & Window Company
Customer Care Associate
08.2019 - 04.2020
Job overview
- Served as the primary liaison between regional offices and corporate headquarters, addressing customer inquiries and installation issues effectively
- Managed high volumes of incoming calls and customer complaints, providing timely solutions and ensuring customer accounts were accurately maintained
- Contributed to sales growth through proactive follow-up calls, consistently meeting or exceeding call handling and sales targets
Sitel
Customer Support Representative
08.2018 - 06.2019
Job overview
- Managed auto insurance policies and processed customer payments, ensuring the protection of sensitive information and delivering high-quality service
- De-escalated customer calls and built rapport, consistently meeting or exceeding call volume targets while enhancing customer satisfaction and retention
Teleperformance USA
Customer Service Representative
02.2016 - 11.2016
Job overview
- Managed a substantial volume of customer interactions, addressing billing inquiries, providing technical support, and facilitating effective account management
- Utilized clear communication and problem-solving skills to de-escalate complaints, delivering prompt resolutions to enhance customer satisfaction
URBN
Customer Service Representative
10.2014 - 03.2015
Job overview
- Fostered long-term customer relationships by advising on purchases and promotions, contributing to the achievement of sales goals and monthly quotas
- Addressed an average of 100 customer inquiries daily, resolving issues promptly and providing new product information to enhance customer satisfaction
- Utilized an OMS program ERP to efficiently place and track orders, ensuring timely confirmation of deliveries and providing support for customers unable to order online
Target
Cashier/Customer Service
04.2013 - 08.2014
Job overview
- Delivered exceptional customer service by addressing inquiries, resolving issues promptly, and processing transactions efficiently, contributing to increased customer satisfaction and loyalty
- Utilized comprehensive product knowledge to inform customers about promotions and assist with purchase decisions, enhancing the overall shopping experience
Education
Glenn Hills High SchoolAugusta, GA
High school diploma from General Education
05.2011
Skills
- Customer Relationship Management (CRM)
- Call Center Operations
- Sales and Upselling Techniques
- Order Management Systems (OMS & ERP)
- Conflict Resolution & De-Escalation
- Account Management & Retention
- Administrative & Business Operations
- Microsoft Office Suite (Word, Excel, Outlook)
- Excellent Written & Verbal Communication
- Team Collaboration & Leadership
- High-Volume Call Management
- Process Improvement & Problem-Solving
- Proficient in ERP
- Avimark
- Salesforce
- Oracle
- Professional Communication Under Pressure
- Creative Solutions in High-Pressure Environments
- Exceeded Sales Goals in Various Customer-Facing Roles
- Skilled at De-Escalating Tense Situations and Turning Complaints Into Positive Outcomes
Certification
- Customer Service Excellence Certification, Present
- Conflict Management Training, Present
Software
Data analysis
CRM systems
Oracle systems
Timeline
Customer Service Representative WFH
Concentrix
02.2024 - Current
Hyundai Dealership General Lot Manager
Dealer General Supply Co.
07.2023 - 10.2024
Remote Customer Service Representative | TTEC
TTEC
12.2022 - 01.2024
Truck Dispatcher
Wrigs Inc.
03.2022 - 10.2024
Operations Specialist
Drivetime Car Dealership
12.2020 - 04.2023
Customer Care Associate
Southern Siding & Window Company
08.2019 - 04.2020
Customer Support Representative
Sitel
08.2018 - 06.2019
Customer Service Representative
Teleperformance USA
02.2016 - 11.2016
Customer Service Representative
URBN
10.2014 - 03.2015
Cashier/Customer Service
Target
04.2013 - 08.2014
Glenn Hills High School
High school diploma from General Education
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