Ganice Willie
Hampton
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Amazon. Excelled in complaint handling and problem resolution, leveraging active listening and Microsoft Excel skills. Demonstrated ability to manage high-stress situations, significantly improving customer relations and repeat business without exceeding a 55-word limit.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Amazon
08.2019 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Call
Comcast
05.2017 - 07.2019
- Demonstrated patience and empathy while interacting with diverse customers.
- Answered customer inquiries and provided information about products and services.
- Educated customers about company policies and procedures to enhance understanding.
- Followed scripts and procedures to guide conversations and provide consistent service.
- Built strong customer relationships with empathetic communication and active listening skills.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
- Identified recurring issues or trends in customer complaints, leading to improvements in products or services as a result.
- Managed high call volumes with focus on maintaining short waiting times, ensuring customer satisfaction.
- Monitored call volume, call length and other related metrics and consistently met objectives.
- Received incoming calls and paged individuals and departments over PA system.
Education
Bachelor's Degree -
University of Washington
Seattle, WA06.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Client relations
- Payment processing
Timeline
Customer Service Representative
Amazon
08.2019 - Current
Call
Comcast
05.2017 - 07.2019
Bachelor's Degree -
University of Washington
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