CALL CENTER REPRESENTIVE AND SUBJECT MATTER EXPERT
Attentive Customer Service Representative with 10 years achieving customer service satisfaction and customer retention goals. Efficient, accurate and detail-oriented Personal Assistant who takes initiative and has an innate drive to succeed. Highly motivated to expand knowledge and skills.
Skilled in call center operations
Exceptional workflow management
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
Excellent time management skills
Call Center Representive and Subject Matter Expert03/2012
to Current Teleproformance: AT&T U-Verse/ Sprint – Boca Raton,
Accurately documented, researched and resolved customer service issues.
Floor Support: assisting over 40 AT&T agents on call flow processes.
Taking calls as a fill in supervisors from customers' billing issues.
Moving services from one address to another Assistants the sales associate to sells & set up new AT&T U-verses accounts and services.
Retail Sales Associate - Team Leader09/2011
to 03/2012 Forever 21 – Sunrise,
Welcomed customers into the store and helped them locate items.
Educated customers about the brand to incite excitement about the company's mission and values.
Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
Followed merchandising guidelines to present visually appealing displays.
Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
Retail Sales Associate - Team Leader11/2010
to 08/2011 Charlotte Russe – Sunrise,
Interviewed job candidates and made staffing decisions.
Managed staff of 20 sales associates, 3 team leaders and 3 assistant managers.
Counted cash drawers and made bank deposits.
Assigned employees to specific duties to best meet the needs of the store.
Resolved all customer complaints.
Supervised and directed all merchandise and shipment processing.