Steph Washington
Baton Rouge
Summary
Proven Customer Care Representative III at Cox Communications, adept in maintaining focus during challenging circumstances and leveraging Microsoft Office to enhance customer satisfaction. Excelled in client support and problem resolution, significantly contributing to team success by consistently meeting performance metrics. Skilled in building positive customer relationships and safeguarding company assets, demonstrating a detail-oriented approach and effective complaint resolution. Also highly adaptable to change.
Overview
7
7
years of professional experience
Work History
Customer Care Representative III
Cox Communications
10.2017 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Managed high call volume with exceptional professionalism and efficiency.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Contributed to team success, consistently achieving call center performance metrics.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Identified and resolved discrepancies and errors in customer accounts.
Asset Protection Associate
Walmart
05.2015 - 08.2017
- Patrolled store departments to check for suspicious activities.
- Monitored and analyzed customer behavior to identify and respond to potential theft and fraud incidents.
- Controlled reduction of loss inventory by protecting company assets.
- Wrote reports outlining activities and results.
- Utilized security systems and CCTV to monitor store activities and detect possible security incidents.
- Developed strong relationships with local law enforcement agencies, enhancing collaboration efforts in combating retail crime trends within the community.
Education
High School Diploma -
Woodlawn High
Baton Rouge, LA05-2012
Skills
- Client Support
- Detail-oriented
- Inbound customer service
- Team Training
- Call center experience
- Effective Complaint Resolution
- Problem resolution
- Customer support
- First call resolution
- Product knowledge
- Effective Call Handling
- Maintaining Focus During Challenging Circumstances
- Microsoft office
- Customer data confidentiality
Accomplishments
Achieved Top 5% ranking 2 years back to back as Customer Care Specialist III
Top Team in CB Tech Support 5months
Apart of Managed WiFi Pilot Training for CB Tier 1
Assisted with several pier to pier coaching sessions (call monitoring , reviewing tickets, answering questions)
Job shadows with Advanced tech and Back Office support
Achieved 5.0 scorecard first month of new metrics set in CB Tier 1
Timeline
Customer Care Representative III
Cox Communications
10.2017 - Current
Asset Protection Associate
Walmart
05.2015 - 08.2017
High School Diploma -
Woodlawn High
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