Summary
Overview
Work History
Education
Skills
Timeline
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Charlene Parrish

Augusta

Summary

Dynamic Customer Service Representative with a proven track record at Progressive, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through active listening and critical thinking. Skilled in data entry and proficient in Microsoft Excel, consistently transforming challenges into positive outcomes.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Progressive
02.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Representative

Charles Schwab
08.2021 - 01.2024
  • Navigated high-pressure scenarios adeptly, maintaining professional conduct throughout.
  • Handled complaints empathetically, fostering increased customer loyalty.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Achieved recognition as a top performer by consistently exceeding performance benchmarks.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Apple Chat Advisor

Kelly Connect
07.2020 - 08.2021
  • Collaborated with team members to share knowledge, insights, and best practices for exceptional chat support.
  • Developed rapport with customers through empathetic listening and genuine interest in their needs and preferences.
  • Escalated complex issues to appropriate departments when necessary, ensuring timely resolution for the client''s satisfaction.
  • Efficiently navigated internal systems while actively engaging with customers, resulting in seamless multitasking abilities.
  • Maintained up-to-date knowledge of company policies, procedures, products, and services for effective assistance.
  • Handled sensitive customer information securely while adhering to strict confidentiality guidelines.

Customer Service Representative

Sitel
06.2018 - 07.2020
  • Maintained composure and effectively managed conflicts in demanding situations.
  • Managed client grievances effectively, enhancing loyalty and driving consistent business.
  • Managed urgent inquiries successfully, balancing the needs of customers and organization.
  • Responded to customer requests for products, services, and company information.

Education

Diploma -

Lucy Craft Laney Highschool
Augusta, GA
05.2016

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Microsoft outlook

Timeline

Customer Service Representative

Progressive
02.2024 - Current

Customer Service Representative

Charles Schwab
08.2021 - 01.2024

Apple Chat Advisor

Kelly Connect
07.2020 - 08.2021

Customer Service Representative

Sitel
06.2018 - 07.2020

Diploma -

Lucy Craft Laney Highschool

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Charlene Parrish