Summary
Overview
Work History
Education
Skills
Timeline
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Terryona Small

Memphis

Summary

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Skilled Customer Service Representative with history of building customer satisfaction and loyalty by delivering top-notch support and service. Talented in troubleshooting problems with excellent analytical and critical thinking skills. Team player offering 4+ years in call-center environments.

Overview

6
6
years of professional experience

Work History

Remote Customer Service Advisor

Conduent
03.2023 - Current
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Created customer support strategies to increase customer retention.
  • Cross-trained and backed up other customer service managers.

Client Service Representative

Edfinancial Services
12.2022 - 03.2023
  • Updated databases with new and modified customer data.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Followed up with customers after their purchase to ensure satisfaction.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.

Customer Service Representative

Walmart
09.2020 - 11.2022
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Responded to customer requests for products, services, and company information.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Representative- PT

Afni Call Center
12.2018 - 08.2020
  • Supported sales team members to drive growth and development.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

High School Diploma -

Memphis of Science Engineering
Memphis, TN
04-2017

Skills

  • Membership renewals
  • CRM system updates
  • Account management
  • Database management
  • Meeting deadlines
  • Client relations
  • Payment processing
  • MS office
  • Call center experience

Timeline

Remote Customer Service Advisor

Conduent
03.2023 - Current

Client Service Representative

Edfinancial Services
12.2022 - 03.2023

Customer Service Representative

Walmart
09.2020 - 11.2022

Customer Service Representative- PT

Afni Call Center
12.2018 - 08.2020

High School Diploma -

Memphis of Science Engineering

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Terryona Small