DeLishia Shoals
Springhill
Summary
Adept at managing high-stress situations and enhancing customer loyalty, my tenure at General Dynamics Information Technology Inc showcased my ability to resolve conflicts with empathy and efficiency. Leveraging skills in Microsoft Excel and active listening, I significantly contributed to improving customer satisfaction and retention rates.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
General Dynamics Information Technology Inc
02.2023 - 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
GO PUFF BRANDS
03.2022 - 12.2022
- Upheld a positive work atmosphere through consistently displaying an enthusiastic attitude toward fulfilling daily tasks and supporting team efforts toward shared goals.
- Handled high-priority orders with urgency, prioritizing their prompt processing and shipment to meet customer needs.
- Developed strong familiarity with warehouse technology systems, enabling quick navigation through inventory databases and expedited processing of orders.
- Increased customer satisfaction with timely and accurate order delivery through diligent inventory management.
Cashier
Walmart
02.2019 - 02.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Education
Bachelor of Arts - University Studies
Southern Arkansas University
Magnolia, AR11-2020
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Customer satisfaction measurement
- Call center operations
- Microsoft outlook
- Follow-up skills
- Call management
- Product knowledge
- Appointment scheduling
- Order processing
- Documentation
- Microsoft PowerPoint
- Prioritization
- Building rapport
- Technical support
- Quality control
- Live chat support
- Product sales
- Order fulfillment
- Account management
- Account updating
- Reading comprehension
- Proofreading
- Escalation management
Timeline
Customer Service Representative
General Dynamics Information Technology Inc
02.2023 - Current
Customer Service Representative
GO PUFF BRANDS
03.2022 - 12.2022
Cashier
Walmart
02.2019 - 02.2021
Bachelor of Arts - University Studies
Southern Arkansas University
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