Mia Hawthorne
Richmond
Summary
Detail-oriented professional experienced in leveraging skills and training to drive career advancement and growth. Demonstrated capacity to collaborate effectively with minimal supervision and rapidly acquire new knowledge. Proficient in utilizing software programs including PowerPoint, Excel, and Word to enhance productivity.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Davis & Green Electrical
Richmond
04.2022 - Current
- Transformed frustrated callers into happy, repeat customers through effective communication and support
- Answered inbound calls, made outbound calls, and handled chat conversations to ensure customer inquiries were addressed promptly
- Updated customer information in our dispatch software -Service TItan
- Work closely with managers, technicians and project teams to keep the day running smoothly
Customer Service Representative
TruGreen
Richmond
01.2014 - 07.2021
- Answers inbound customer service calls with a warm and courteous greeting
- Resolved customer service concerns by actively listening, probing to identify root causes, and paraphrasing for clarity.
- Utilized save training and current offers to retain customers effectively.
- Achieved and exceeded quality standards outlined in Quality Assessment form.
- Sought assistance to effectively address calls requiring extensive problem solving.
- Uses agronomic knowledge/database to solve customer concerns.
Part Time
CVS
11.2015 - 06.2017
- Greeted customers warmly, addressing questions, problems, and complaints to enhance customer experience
- Operate a cash register including cash transactions, checks, charges
- Follow company policies and procedures regarding cash register performance
- Displayed and signed promotional and seasonal merchandise to attract customer attention and drive sales
- Restocked shelves promptly to ensure merchandise availability and support smooth shopping experience
- Complete price changes: document counts, utilize price guns
- Store cleanliness: break area and rest rooms; vacuum; dust/face; clean windows; rubbish removal; exterior maintenance; sweeping
- Answer the telephone using the appropriate greeting
Customer Service Representative
T-Mobile
Richmond
03.2007 - 06.2012
- Solved a variety of customer inquiries such as technical and billing questions for T-Mobile customers across the U.S
- Resolved customer issues independently in alignment with best interests
- Kept up to date with evolving technology and translated complex information into understandable terms for customers
Customer Service Representative
Capital One
Chester
05.2006 - 03.2007
- Handled inbound and outbound calls from customers experiencing difficulties, providing support and guidance
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Ensured quality customer service and satisfaction while performing all assigned duties effectively
- Communicated with and assisted customers and third-party debt management agencies to facilitate resolutions
Education
Diploma -
Manchester High School
Chesterfield, Virginia01-2005
Skills
- Customer relationship management
- CRM software usage
- Data entry
- Transaction processing
- Quality assurance
- Problem solving
- Conflict resolution
Timeline
Customer Service Representative
Davis & Green Electrical
04.2022 - Current
Part Time
CVS
11.2015 - 06.2017
Customer Service Representative
TruGreen
01.2014 - 07.2021
Customer Service Representative
T-Mobile
03.2007 - 06.2012
Customer Service Representative
Capital One
05.2006 - 03.2007
Diploma -
Manchester High School