Treva Carter
Customer Service Rep
Lithonia,MI
Summary
Dynamic customer service professional with extensive experience at Global Payments TSYS, excelling in transaction processing and client confidentiality. Proven track record of enhancing customer satisfaction through empathetic communication and effective problem-solving. Skilled in sales proficiency, delivering tailored financial solutions that drive loyalty and repeat business.
Overview
13
13
years of professional experience
Work History
Remote Banking Customer Service Rep
Global Payments TSYS
Atlanta, GA
01.2025 - Current
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on ways to enhance performance levels within the department.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Delivered personalized banking advice, helping customers make informed financial decisions.
- Managed high volume of inbound calls, ensuring prompt and professional customer service.
Remote Customer Service Rep
Kaiser Permanente
Duluth, GA
03.2024 - 11.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Rep
DMI Holdings Delta Dental
Plano, Texas
01.2022 - 07.2023
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
Member Service Specialist
Sitel Credit Union
Nashville, TN
12.2019 - 11.2021
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Improved customer experience by providing timely and accurate responses to inquiries about banking products and services.
- Handled daily transactional processes, enhancing operational efficiency and customer satisfaction.
- Maintained up-to-date knowledge of banking regulations, ensuring compliance and customer protection.
- Facilitated smooth account opening processes, making banking more accessible to new customers.
- Conducted customer satisfaction surveys to gather feedback, leading to service improvements.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
Product Support Sales Rep
Sykes Turbo Tax
Tucson, Arizona
01.2017 - 04.2020
- Coordinated with marketing teams on targeted campaigns aimed at increasing product visibility and sales opportunities.
- Facilitated training sessions for new representatives, sharing best practices in sales techniques and product knowledge.
- Evaluated and reported on sales performance metrics, identifying areas of opportunity for growth and improvement.
- Delivered exceptional customer service for improved client satisfaction and repeat business.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Managed high volume of customer calls, maintaining calm and professional demeanor.
- Conducted product demonstrations, educating customers and stimulating interest.
Apple Technical Support Representative
Teleperformance USA
Salt Lake City, Utah
12.2017 - 08.2019
- Assisted in developing a knowledge base of frequently asked questions and solutions for more efficient issue resolution.
- Resolved complex technical issues for clients through effective troubleshooting and problem-solving techniques.
- Managed high call volume while maintaining a focus on quality service and customer satisfaction.
- Collaborated with team members to share knowledge and develop solutions for complex technical problems.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
Cashier Helper
Walmart
Stone Mountain, Georgia
06.2016 - 08.2019
- Assisted in restocking shelves when required, contributing to the overall store organization and availability of products for purchase.
- Collaborated with other team members on special projects such as store displays or inventory counts when needed.
- Assisted customers with bagging groceries, leading to a more efficient and pleasant shopping experience.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Greeted customers entering store and responded promptly to customer needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Answered questions about store policies and addressed customer concerns.
- Restocked and organized merchandise in front lanes.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
Warehouse Order Puller
Marshalls Distribution Center
Decatur, GA
04.2013 - 07.2017
- Coordinated with other departments to resolve any issues or discrepancies in a timely manner, minimizing delays in order fulfillment.
- Increased order accuracy by diligently verifying product information and quantities before packaging.
- Supported inventory audits by providing accurate documentation and assisting with physical counts when needed.
- Assisted in loading and unloading trucks, maintaining a safe and orderly work environment.
- Partnered closely with store operations teams to ensure seamless execution of merchandising initiatives at retail locations nationwide.
- Implemented effective merchandising tactics that enhanced product presentation at retail locations.
- Tracked inventory and reviewed retail trends to make timely and proactive business decisions.
- Maintained a visually appealing, clean, and well-organized retail space to maximize customer experience.
Sales Representative Team Leader
Macys Department Store
Decatur, GA
10.2016 - 02.2017
- Led a team of sales representatives to improve overall performance through mentoring, coaching, and regular evaluations.
- Developed new business opportunities by prospecting potential clients and presenting product benefits.
- Implemented innovative sales techniques to enhance team productivity and drive results.
- Organized monthly sales meetings to review progress, set goals, and discuss areas for improvement among the team members.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
Education
High School Diploma -
Southwest Dekalb High School
Decatur, GA06-1997
Skills
Transaction processing
Sales proficiency
Credit solutions guidance
Customer service
Order processing
Call documentation
De-escalation techniques
Call center experience
Problem-solving skills
Computer skills
Shipping and receiving
Data entry
Multitasking
Calm and professional under pressure
Excellent communication
Timeline
Remote Banking Customer Service Rep
Global Payments TSYS
01.2025 - Current
Remote Customer Service Rep
Kaiser Permanente
03.2024 - 11.2024
Customer Service Rep
DMI Holdings Delta Dental
01.2022 - 07.2023
Member Service Specialist
Sitel Credit Union
12.2019 - 11.2021
Apple Technical Support Representative
Teleperformance USA
12.2017 - 08.2019
Product Support Sales Rep
Sykes Turbo Tax
01.2017 - 04.2020
Sales Representative Team Leader
Macys Department Store
10.2016 - 02.2017
Cashier Helper
Walmart
06.2016 - 08.2019
Warehouse Order Puller
Marshalls Distribution Center
04.2013 - 07.2017
High School Diploma -
Southwest Dekalb High School