Adaptable Call Center Representative with 7+ years of expertise assisting customers with questions and concerns. Talented at logging detailed information for each call and providing timely accurate reports to management. Expert at retaining customers by providing accurate information and thoughtful answers.
Friendly Call Agent with ability to handle fast-paced call center settings. Offering excellence communications and conflict resolution abilities.
Proficient Customer Service skills with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Skills
Report Preparation
Scheduling
Client Needs Assessment
Account Management
Professional Telephone Voice
Call Select Communication Systems
Customer Complaint Resolution
Appointment Setting
Customer Accounts Management
Education
Miles CollegeFairfield, ALExpected in – –Associate Of Applied Business:Business Administration - GPA:
Work History
Heritage Federal Credit Union - Call Center Agent Henderson, KY, 09/2017 - 01/2021
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Responded to customer requests for products, services and company information.
Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Received multiple positive reviews acknowledging dedication to excellent customer service.
Resolved concerns with products or services to help with retention and drive sales.
Entered customer information into customized computer system with Software to document and organize client records.
Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Assisted Number customers in average Timeframe by answering questions, responding to inquiries and handling telephone requests.
Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Harborone Bancorp, Inc. - Call Center Customer Service Representative Randolph, MA, 01/2014 - 08/2017
Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Handled Type customers in fast-paced Type setting in coordination with solid team of Number customer service associates.
Educated customers about billing, payment processing and support policies and procedures.
Recorded actions taken, issues resolved and Type information to effectively manage customer accounts.
Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
Effectively communicated with customers about account changes, new Type products or services and potential Type upgrades.
Delivered prompt service to prioritize customer needs.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
Performed various clerical duties by filing and faxing documents and creating customer databases.
Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
Answered over Number calls per shift to meet fast-paced call center demands.
Investigated and resolved customer inquiries and complaints quickly.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Documented and detailed calls and complaints using call center's CRM database.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Resolved Type issues over phone with Number customers daily.
Met all customer call guidelines including service levels, handle time and productivity.
Heritage Federal Credit Union - Call Center Agent Newburgh, IN, 04/2013 - 01/2014
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Responded to customer requests for products, services and company information.
Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Entered customer information into customized computer system with Software to document and organize client records.
Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Established and fostered strong Type and Type relationships through application of excellent interpersonal skills.
Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
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