Susan Ferguson
Indianapolis
Summary
Adept at navigating high-stress customer service environments, I enhanced loyalty and team proficiency at Dunkin' Donuts Franchising through expert conflict resolution and comprehensive staff training. My blend of critical thinking and computer proficiency, coupled with a proven track record in service excellence, positions me as a dynamic asset to any customer-focused team.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Dunkin' Donuts Franchising
09.2024 - Current
- Responded to customer requests for products, services, and company information.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
The UPS Store Inc.
05.2021 - 09.2024
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Gate Attendant
YMCA
05.2021 - 09.2021
- Streamlined entry processes for quicker access, effectively managing guest volume during peak hours.
- Managed time efficiently while multitasking during high-pressure situations to maintain optimal gate operations.
- Exceled in cross-functional teamwork by supporting colleagues whenever assistance was needed during busy periods or staff shortages.
- Enhanced visitor experience by providing friendly and efficient service at the entrance gate.
Education
Associates - Manicurist
Tricoci University
Indianapolis, IN04-2024
High School Diploma -
Beech Grove High School
Beech Grove, IN05-2023
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Payment processing
- Client relations
- Staff training
- Reading comprehension
- Service upselling
- Shipping and logistics
- POS systems expert
Timeline
Customer Service Representative
Dunkin' Donuts Franchising
09.2024 - Current
Customer Service Representative
The UPS Store Inc.
05.2021 - 09.2024
Gate Attendant
YMCA
05.2021 - 09.2021
Associates - Manicurist
Tricoci University
High School Diploma -
Beech Grove High School
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