Tina Cotton
Sanford
Summary
Proven Customer Service Specialist with a track record of resolving complex issues, enhancing customer loyalty for companies like Ferrellgas. Skilled in complaint resolution and maintaining professionalism under pressure. Mentored junior staff, showcasing strong communication skills and a commitment to customer satisfaction. Expert in customer relations and call center operations, consistently achieving positive outcomes.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
Ferrellgas
Raleigh, NC
03.2017 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Customer Service Representative
Sykes
Fayetteville, NC
09.2016 - 02.2017
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Tax Advisor
H & R Block
El Paso, TX
12.2013 - 04.2016
- Mentored junior staff members, sharing best practices and knowledge to enhance their professional growth within the field of taxation.
- Contributed towards firm''s development by continuously expanding expertise in specialized areas such as estate planning or international taxation.
- Analyzed complex business transactions for proper tax treatment, ensuring compliance while minimizing liabilities.
- Educated clients on various aspects of taxation, empowering them to make informed financial decisions.
Cashier
Wal-Mart Supercenter
El Paso, TX
10.2013 - 10.2015
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Cashier
Hobby Lobby
El Paso, TX
08.2012 - 08.2013
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Education
Bachelor of Science - Business Administration
Perdue Global
West Lafayette, IN05-2011
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Telephone etiquette
- Complaint handling
- Problem resolution
- Excellent written and oral communication
- Complaint resolution
- Price quotes
- Customer retention
Flame Award recipient
Received Flame award for going above and beyond as a customer service specialist with Ferrellgas.
Timeline
Customer Service Specialist
Ferrellgas
03.2017 - Current
Customer Service Representative
Sykes
09.2016 - 02.2017
Tax Advisor
H & R Block
12.2013 - 04.2016
Cashier
Wal-Mart Supercenter
10.2013 - 10.2015
Cashier
Hobby Lobby
08.2012 - 08.2013
Bachelor of Science - Business Administration
Perdue Global