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Call Center Representative Resume Example

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CALL CENTER REPRESENTATIVE
Professional Summary
  • 25+ years Customer Service
  • Different areas of expertise
  • Adapt in many situations and on different levels from the Customer to the Executive-in-Charge
  • Organized Call Center Agent offering 20 year career in sales and customer service committed to quickly and thoroughly answer customer questions
  • Qualified Administrator with experience in fast-paced customer service and call center environments supporting customer needs
  • Personable and professional under pressure
  • Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
  • Successful with 25 years of experience addressing customer requests and concerns to provide relevant information and options
Skills
  • Customer support
  • Call center operations
  • Verbal and written communication
  • Complaint resolution
  • Payment processing
  • Brand representation
  • Customer relationship management
  • Logging call information
  • Inbound phone calls
  • Sale expertise
  • Typing 65 wpm
  • Adaptibility
  • Customer service optimization
  • Calm disposition
  • Gathering information
  • Data entry
  • Quality assurance
  • Client communication
  • Answering questions
  • Problem-solving skills
  • Cash handling
  • Expense reporting
  • Accounts payable and receivable
  • Friendly nature
  • Microsoft Office Specialist Certification
  • Clerical support
  • Clear oral/written communication
  • High accuracy
  • Workflow planning
  • Organizational skills
  • Travel coordination
  • Office administration
  • Deadline driven
  • Scheduling
  • Office management
  • Budgeting
  • Event planning
  • Excellent multi-tasking ability
  • Team leadership
  • Presentation design
  • Administrative support
  • Mail handling
  • Payroll and budgeting
  • Business Administration
  • Sorting and labeling
  • Performance improvement
  • Certificate of Appreciation - Dr. MLK Academic Success Award
  • Certificate of Achievement – Outstanding Business Student 2002
  • Certificate of Completion – PowerPoint, Microsoft
  • Certificate of Attendance – Administrative Assistants Conference (1/09)
Work History
Call Center Representative, 09/2019 to Current
Wal-Mart Grocery Online Customer Service Agent – Orlando, FL
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Educated customers how to use company systems, complete forms and obtain desired services.
  • Educated customers on product and service details and information.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Resolved issues by coordinating with [Type] department team.
  • Achieved customer satisfaction rating of 96%.
Call Center Representative, 02/2018 to 04/2019
24/7 In Touch - Lyft – Orlando, FL
  • Effectively managed high-volume of inbound and outbound customer calls ususingusing research and .
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Established and fostered strong listening and eempathy through application of excellent interpersonal skills.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Answered average of 70 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Achieved customer satisfaction rating of 95%.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Assisted 70 customers in average 8 by answering questions, responding to inquiries and handling telephone requests.
  • Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge.
Server, 04/2016 to 02/2018
Waffle House – Apopka, FL
  • Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals.
  • Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
  • Kept register accurate through correct billing, payment processing and cash management practices.
  • Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
  • Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags.
  • Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
  • Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
  • Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions.
  • Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.
  • Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.
  • Prepared beverages and filled food orders for customers.
  • Served needs of more than 60 customers in busy restaurant environment.
  • Bussed and reset 10 tables per shift, working efficiently to keep dining room and work areas clean.
  • Trained incoming staff on restaurant's practices, culture and procedures to maximize job satisfaction and productivity.
  • Greeted and maintained relationships with regular customers.
Office Manager, 08/2011 to 02/2014
Life Worth Living Pharmacy – Orlando, FL
  • Performed billing, collection and reporting functions for office generating over $50,000 annually.
  • Arranged corporate and office conferences for company employees and guests.
  • Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Completed bi-weekly payroll for 8 employees.
  • Handled all incoming business and client requests for information.
  • Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
  • Compared vendor prices to ensure optimal savings.
  • Provided complete meeting support, including materials preparation and notes or minute taking.
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using Microsoft and copier.
  • Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Handed client correspondence and tracked records to foster office efficiency.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Coordinated and maintained impressive office organization to keep facilities efficient, organized and professional.
  • Coordinated fundraising events, overseeing management of volunteers, vendor relations and publicity to increase community outreach and awareness.
  • Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing and accounts receivable.
  • Constructed new payment systems for online orders to optimize website shopping and boost sales.
  • Prepared vendor invoices and processed incoming payments.
  • Adhered to established guidelines to increase profits and collect supplier payments.
  • Maintained office supplies inventory by checking stock and ordering new supplies as needed.
  • Organized international and domestic travel arrangements for up to 4 staff members, including all transportation and hotel stays.
  • Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members.
  • Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
  • Coordinated special projects and managed schedules.
  • Held oversight of office inventory activities, including ordering and requisitions, stocking and shipment receiving.
  • Oversaw office accounting functions such as AP/AR and payroll to keep finances accurate and current.
  • Received, screened and routed incoming calls.
  • Designed marketing brochures and wrote website copy.
  • Organized and managed program development from conception through successful execution.
  • Maintained computer and physical filing systems.
  • Met challenging quotas for productivity and accuracy of work.
  • Solved problems timely and effectively, ensuring customer satisfaction.
Education
Dover High School - Dover, DE
GED, Business Administration: Business Administration, 02/1980
Old Dominion Job Corp - Roanoke, VA
Business Administration, Office ManagementValencia College - Orlando, FL
Bachelor of Creative Arts: Life, Community Helps, 05/2019
Isaiah University - Orlando, FL
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Resume Overview

Companies Worked For:

  • Wal-Mart Grocery Online Customer Service Agent
  • 24/7 In Touch - Lyft
  • Waffle House
  • Life Worth Living Pharmacy

School Attended

  • Dover High School
  • Old Dominion Job Corp
  • Valencia College
  • Isaiah University

Job Titles Held:

  • Call Center Representative
  • Server
  • Office Manager

Degrees

  • GED, Business Administration : Business Administration , 02/1980
    Business Administration, Office Management
    Bachelor of Creative Arts : Life, Community Helps , 05/2019

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