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
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Work History
Call Center Representative, 09/2019 to Current
First Transit – Fallston , MD
First Transit – Fallston , MD
- 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
First Transit – Fort Lupton , CO
First Transit – Fort Lupton , CO
- 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
Cheddar's – Omaha , NE
Cheddar's – Omaha , NE
- 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
Clifton Larson Allen – Reston , VA
Clifton Larson Allen – Reston , VA
- 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 - City, State
GED, Business Administration: Business Administration, 02/1980
Old Dominion Job Corp - City, State
Old Dominion Job Corp - City, State
Business Administration, Office ManagementValencia College - City, State
Bachelor of Creative Arts: Life, Community Helps, 05/2019
Isaiah University - City, State
Isaiah University - City, State
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Resume Overview
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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