Antteria Coleman
Summary
Professional with strong background in customer service/ interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. In a timely efficient manner.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Habitat for Humanity
03.2025 - Current
- Assist customers in navigating services and programs offered by Habitat for Humanity.
- Maintained organized records of customer interactions for future reference and follow-up.
- Responded to inquiries via phone, email, and in-person with accurate information.
- Processed customer requests efficiently using CRM software to track interactions.
- Collaborate with team members to resolve customer issues and enhance satisfaction.
- Develop highly empathetic client relationships and earn reputation for exceeding service standard goals
- Adapt quickly to changing procedures while ensuring consistent support delivery.
- Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Franz Bakery Outlet
04.2023 - 08.2024
- Collaborated with team members to resolve customer issues and enhance satisfaction.
- Adapted quickly to changing procedures while ensuring consistent support delivery.
- 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.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Lead
Jcpennys
11.2017 - 02.2021
- Led customer service team in resolving complex inquiries, enhancing overall satisfaction.
- Implemented training programs for new staff, improving onboarding efficiency and team performance.
- Monitored service quality metrics, ensuring compliance with company standards and procedures.
- Developed communication strategies for effective interaction with customers across various platforms.
- Collaborated with cross-functional teams to streamline processes, reducing response times significantly.
- Analyzed customer feedback to identify areas for improvement in service delivery and product offerings.
- Managed escalated customer issues, providing solutions that strengthened client relationships and loyalty.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
Housekeeper
Uhaul Moving And Storage
07.2014 - 01.2016
- Maintained cleanliness and organization of guest rooms and common areas to enhance guest experience.
- Implemented efficient cleaning procedures, resulting in improved turnaround times for room readiness.
- Conducted regular inspections to ensure compliance with health and safety standards.
- Trained new staff on cleaning techniques and proper use of equipment to promote operational efficiency.
- Developed inventory management strategies for cleaning supplies, reducing waste and costs.
- Utilized eco-friendly cleaning products, contributing to sustainability initiatives within the organization.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Disposed of trash and recyclables each day to avoid waste buildup.
Education
High School Diploma -
Clover Park Technical College
Lakewood, WA03-2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Conflict resolution
- Client relations
- Professional telephone demeanor
- Building rapport
- Technical support
- Sales closing
Languages
English
Full Professional
Timeline
Customer Service Representative
Habitat for Humanity
03.2025 - Current
Customer Service Representative
Franz Bakery Outlet
04.2023 - 08.2024
Customer Service Lead
Jcpennys
11.2017 - 02.2021
Housekeeper
Uhaul Moving And Storage
07.2014 - 01.2016
High School Diploma -
Clover Park Technical College
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