Customer Service Representative

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08/2021 - 07/2023 Senior Customer Service Representative @ WalkingCo

⦁ Educated customers about products, pricing and policies to address and resolve issues.
⦁ Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
⦁ Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
⦁ Revised chargeback processing, increasing collections efficiency and minimizing fraudulent credit card abuse.
⦁ Consulted with customers regarding needs and addressed concerns.
⦁ Created and offered additional materials to enhance training.
⦁ Answered questions from customers that came in through the company’s online chat feature.
⦁ Used various skills to resolve problems in reasonable amount of time.
⦁ Communicated effectively with clientele to maintain customer satisfaction and loyalty.

06/2020 - 01/2021 Customer Service Representative @ Zappos

⦁ Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
⦁ Answered inbound calls to facilitate customer service.
⦁ De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
⦁ Set up and activated customer accounts.

10/2019 - 01/2020 Seasonal Worker @ Zappos

⦁ Improved customer service wait times to mitigate complaints.
⦁ Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
⦁ Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
⦁ Addressed inquiries, resolved customer issues and managed customer relations.
⦁ Educated customers on special pricing opportunities and company offerings.

01/2018 - 06/2018 Lead Cashier @ CVS

⦁ Answered customer questions and provided store information.
⦁ Made change on cash register, handling payments by cash, credit, debit and personal checks.
⦁ Rotated and merchandised products at point-of-sale to improve impulse buy rate.
⦁ Restocked, arranged and organized merchandise in frontlanes to drive product sales.