HANNAH WILLIAMS
Forsyth
Summary
Detail-oriented customer service representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
THE HOME DEPOT ONLINE CONTACT CENTER
06.2022 - 07.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed over 50 customer telephone calls promptly to avoid on-hold wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Updated account information to maintain customer records.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Service Representative
CIRCLE K
08.2021 - 09.2022
- Oversaw sale of gasoline and retail items - snacks, electronics, souvenirs etc
- Restocked products to shelves, check expiration dates, ensure only fresh/intact products are sold
- Charged customers for cash and debit/credit card purchases using POS system
- Provided customers with their change (if applicable) and a receipt upon purchase
- Initiated fuel pump upon payment from a customer
- Verified ID on lottery ticket sales and track lottery ticket sales in compliance with state law
- Checked for valid ID for any attempted purchases of alcohol or tobacco products
- Kept inside and outside of property clear of garbage and mess (bathroom, floors, windows, exterior, gas pumps, shelves, counter, etc.).
Emergency Road Service Dispatcher
GEICO
02.2019 - 03.2021
- Managed complex situations calmly and professionally, maintaining clear lines of communication with all parties involved.
- Provided exceptional customer service to distressed callers while obtaining necessary details for appropriate action.
- Reduced call abandonment rates by effectively managing high call volumes during peak hours, upwards of 80-100 calls a day.
- Ensured accurate record-keeping by meticulously documenting incident reports and related communications throughout each shift.
- Contributed to the overall success and reputation of the Emergency Road Service team by consistently demonstrating exceptional dispatching skills and outstanding customer support.
- Streamlined communication between emergency responders and callers, ensuring accurate information relay for faster assistance.
- Communicated with customers to provide delivery updates and resolution.
Education
Bachelor of Science - Information Technology
MIDDLE GEORGIA STATE UNIVERSITY
12.2022
Skills
- Customer Service
- Active Listening
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Problem Resolution
- Critical Thinking
- Call center experience
- Technical Support
- Payment Processing
- Product Knowledge
- MS Office
Timeline
Customer Service Representative
THE HOME DEPOT ONLINE CONTACT CENTER
06.2022 - 07.2024
Customer Service Representative
CIRCLE K
08.2021 - 09.2022
Emergency Road Service Dispatcher
GEICO
02.2019 - 03.2021
Bachelor of Science - Information Technology
MIDDLE GEORGIA STATE UNIVERSITY
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