Essence Woodberry
@essencewoodberry
I am a customer service professional with 3+ years delivering empathetic, efficient multichannel support and strong first-call resolution.
ZimbabweWhat I'm looking for
I am a dedicated customer service representative with over three years of experience supporting customers via phone, chat, and email while using Salesforce to maintain accurate account records. I handled high contact volumes—responding to 80+ customer interactions daily—while keeping average handle time under seven minutes and a 92% first-call resolution rate.
Throughout my roles, I consistently achieved high satisfaction and sales outcomes: a 95% customer satisfaction score in one role, and upsell conversion rates of 10–15% across positions. I document cases thoroughly, resolve billing and order issues, and build trust through active listening and professional empathy.
I bring patience, attention to detail, multichannel support skills, and a results-driven approach to help teams reduce repeat contacts, meet sales targets, and improve overall customer experience.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Sykes Intuit/Turbo Tax
Jan 2024 - Apr 2024 (3 months)
Handled 80+ daily contacts across phone, chat, and email, maintaining a 92% first-call resolution rate and average handle time under 7 minutes. Upsold subscription plans and add-ons, driving a 10% conversion increase while processing orders and updating accounts.
Customer Service Representative
Sykes Intuit/Turbo Tax
Jan 2023 - Apr 2023 (3 months)
Handled 80+ daily contacts across phone, chat, and email, maintaining a 92% first-call resolution rate and average handle time under 7 minutes. Upsold subscription plans and add-ons, driving a 10% conversion increase while processing orders and updating accounts.
Call Center Representative
Spectrum
Dec 2021 - Oct 2022 (10 months)
Handled billing, returns, shipping, and order inquiries, documenting cases in Salesforce to ensure accuracy and policy compliance and maintained a 95% customer satisfaction score. Reduced repeat calls through first-contact resolution and met a 12% monthly sales conversion target via upselling.
Customer Support
Helton Landscape
Apr 2020 - Nov 2021 (1 year 7 months)
Managed up to 30 calls per shift, maintaining team-low average handle time while supporting account access, shipping updates, payment status, and product troubleshooting. Promoted services and upgrades achieving a 15% upsell rate and contributed to improved satisfaction ratings.
Education
Degrees, certifications, and relevant coursework
GCGuilford Technical Community College
Pharmacy Technician Certificate, Pharmacy Technician
Completed Pharmacy Technician program at Guilford Technical Community College in December 2024.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
United StatesJob categories
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