I started as a Customer service agent. Dedicated to my job, I effectively took
calls while maintaining a high level of customer satisfaction. I quickly was
promoted to a Subject Matter Expert (SME), and from there I shinned. Soon after,
I applied for a Team Lead position which I was able to attain. My job roles
included the development, of my team and to provide motivation and assistance
to the production floor. Gaining the intelligence and confidence needed, I
applied for a supervisor position. I feel I would be a great asset to the
management team, being that I am ambitious as well as experienced in this line
Excellent time management skills
Effective problem solver
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
Trustworthy, Reliable, and Takes Ownership
Excellent multi-tasking ability
Avaya Software knowledge
09/2015 to Current
Call Center Supervisor Humana/Teleperformance – 777 N Twin Creek Dr. Killeen, TX. 76543
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Adhered to all confidentiality requirements at all times.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Provided accurate, specific and timely performance feedback for agents.
Identified individual development needs with appropriate training.
Fostered an environment which encouraged continual process improvements.
Managed work flow to exceed quality service goals.
11/2014 to 09/2015
Team LeadHumana/AEGIS – 777 N Twin Creek Drive, Killeen, TX. 76543
Monitored employee work and developed improvement plans.
Coached peerson communication tacticsthat can be provided to customers regarding goals that are needing to be attained.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Mastery of customer service systems and databases.
10/2013 to 09/2014
Agent/SMEHumana/AEGIS – 777 N Twin Creek Dr. Killeen, TX. 76543
Effectively managed a high-volume of inbound and outbound customer calls.
Identified chronic customer issues by creating and maintaining customer complaint log.
Answered a constant flow of customer calls.
Addressed and resolved customer product complaints empathetically and professionally.
High School Diploma: Killeen High School - 500 N 38th Street Killeen, TX. 76543