RASHELLENATASHASUMMERS
- 1. RASHELLE NATASHA SUMMERS 2323 Curtis Street. Colorado Springs, CO 80815 Home: (720) 324-6856 rashelle.summers36@gmail.com CUSTOMER SERVICE REP / 10 YEARS' EXPERIENCE IN CALL CENTER SETTINGS Dedicated customers service representative motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with clients and exceed sales quotas. Reliable and driven with strong time management and prioritization 10 years of experience providing customer support in busy call center environments for local and long distance employers. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. EXPERIENCE Customer Service Representative 5/2005-Present, Convery’s, Savannah, GA Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions. Key Accomplishments: ● Managed a high-volume workload within a deadline-driven environment. Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). ● Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
- 2. ● Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. ● Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. ● Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. o Customer Service Agent 2/2001-5/2005, Virgin Mobile Wireless Services, Clarksville, TN Call redirection - Answer call, determine caller needs, use corporate directory or branch webpage to accurately transfer call o Incident reporting -Transcribe details of called in incident o Take customers calls, complete call to begin employee monitoring, set up reminder schedule, monitor schedule for late check ins, manage missed check in process including escalation to QC level if required. EDUCATION ● Greet transfer and hold calls ● Build rapport, listen, clarify and manage conversational flow ● Manage upset customers, conflicts and challenging situations ● Deliver outstanding service, exceed expectations and build long-term loyalty ● Work in teams and in a self-directed environment 9/1998-6/1999 Gateway High School, Colorado Springs, CO Pikes Peak Community College G.E.D Diploma