Aretha Washington
St Louis
Summary
Hardworking Customer Service Representative with 32 years of experience in customer service. Committed to maintaining professional relationships with customers to increase profitability and drive business goals. Patient and empathetic CSR with extensive background in conflict resolution and customer care.
Overview
18
18
years of professional experience
Work History
Tax Preparer
One Stop Tax Services
01.2020 - Current
- Increased client satisfaction by providing accurate and timely tax preparation services.
- Streamlined tax filing processes for clients, ensuring a smooth and efficient experience.
- Ensured compliance with federal and state tax regulations by staying up-to-date on the latest tax laws.
- Assisted in resolving complex tax issues, strengthening client relationships and building trust.
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
Customer Service Representative
Department of Veteran Affairs (VCS)
10.2015 - Current
- Supported customers and fielded questions regarding merchandising, pricing, create purchase orders, verify all privacy information, show empathy, sympathy, correct payment using EPD card or credit card
- Applied highly effective selling skills while properly engaging and presenting solutions to customers
- Answered product questions with up-to-date knowledge of sales and store promotions
- Provided customers with important details about billing, payment processing and support procedures and requirements
- Received and managed 30 phone calls per day to answer customers questions, identifies problems, resolve escalated issues and inform customers on product launches and direct calls to appropriate departments
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Provided elevated customer experience to generate a loyal clientele
- Provide Integrity, Commitment, Advocacy, Respect and Excellence service to my customers.
Customer Service Representative
Mercy Medical Center
06.2013 - 10.2015
- Answered customer questions regarding medical bill and insurance.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Supervisor
Macy Call Center
02.2006 - 06.2013
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workflow to improve employee time management and increase productivity.
Education
Human Services -
Saint Louis Community College
St Louis, MO01.2019
High School Diploma -
Roosevelt High School
St Louis, MO01.1997
Skills
- Customer service
- Trusted key holder
- Creative problem solver
- Complaint resolution
- Data entry
- Quick learner
- Product knowledge
- MS Windows proficient
- Call center
- Multi-line phone talent
- Teleworker
- Power Point
- POM's
- Oracle
- Epic
- Cisco Jabber
Timeline
Tax Preparer
One Stop Tax Services
01.2020 - Current
Customer Service Representative
Department of Veteran Affairs (VCS)
10.2015 - Current
Customer Service Representative
Mercy Medical Center
06.2013 - 10.2015
Supervisor
Macy Call Center
02.2006 - 06.2013
Human Services -
Saint Louis Community College
High School Diploma -
Roosevelt High School
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