Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sushana Ferguson

Baltimore

Summary

Dynamic customer service professional with over 7 years of experience and a proven track record at Minted, excelling in complaint resolution and fostering customer loyalty. Skilled in payment processing and active listening, I effectively manage high-stress situations, ensuring customer satisfaction and repeat business. Committed to enhancing user experiences through empathy and critical thinking.


Overview

6
6
years of professional experience

Work History

Cashier/Restaurant Server

Island Quizine
01.2023 - 01.2024
  • 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.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.

Customer Service Representative

Minted
03.2019 - 08.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Assisted customers with customized invitations for special occasions.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customer with rerouting delivery and updating addressed
  • Processed payments, and refunds.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers with account information via Zendesk, Phone and Chat.
  • Responded to customer requests for products, services, and company information.


Customer Service Representative

Collective Solution
02.2018 - 06.2019
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Assisted customers with Prime Membership.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Assisting customers with order processing, and updating personal account information.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Assist customers with order issues and delivery issues.

Education

Business, Information Technology

Rusea's High
Hanover, Jamaica
11-2011

Skills

  • Customer service
  • Customer assistance
  • Work ethic and integrity
  • Patience and empathy
  • Active listening
  • Critical thinking
  • Data entry
  • Computer proficiency
  • Payment processing
  • Complaint resolution
  • Order processing
  • Microsoft Office Suite
  • Customer relationship management (CRM)
  • Live chat support
  • CRM software
  • Slack
  • Call center experience
  • Complaint handling
  • Follow-up skills

Languages

English

Timeline

Cashier/Restaurant Server

Island Quizine
01.2023 - 01.2024

Customer Service Representative

Minted
03.2019 - 08.2022

Customer Service Representative

Collective Solution
02.2018 - 06.2019

Business, Information Technology

Rusea's High

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Sushana Ferguson