Katina Toombs
Valdosta
Summary
Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Okinus Credit Solutions/Breeze Leasing
01.2021 - 01.2025
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
EleadOne
05.2018 - 06.2019
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Master of Science - Criminal Justice
Albany State University
504 College Drive, Albany Ga. 3170505-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Professional telephone demeanor
- Microsoft outlook
- Product knowledge
Certification
2021-Current CPR First Aide Certification
1994-Current Certified Nursing Assistant Certification
Timeline
Customer Service Representative
Okinus Credit Solutions/Breeze Leasing
01.2021 - 01.2025
Customer Service Representative
EleadOne
05.2018 - 06.2019
Master of Science - Criminal Justice
Albany State University
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