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
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
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
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
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
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
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