Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Energetic client services associate with strong time management skills who thrives in a fast-paced, dynamic environment.
Superb interpersonal skills
Society for Human Resource Management
Attention to detail
Complex problem solving
Customer needs assessment
Accounting and finance
Advanced clerical knowledge
Multi-line phone proficiency
MS Windows proficient
Exceptional communication skills
Creative problem solver
Client Service Associate09/2012
to Current Experian Credit Bureau – Allen,
Answered an average 80 calls per day by addressing customer inquiries, solving problems and providing new product information.
Provided an elevated customer experience to generate a loyal clientele.
Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
Developed reputation as an efficient service provider with high levels of accuracy.
Scored in top 10% of employees in successful resolution of issues
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Provided ongoing guest service, including giving fashion advice.
Directed calls to appropriate individuals and departments.
Learned, referenced and applied product knowledge information.
Effectively managed a high-volume of inbound and outbound customer calls.
Gathered and verified all required customer information for tracking purposes.
Addressed and resolved customer product complaints empathetically and professionally.
Defused volatile customer situations calmly and courteously.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Identified chronic customer issues by creating and maintaining customer complaint log.
Prepared reports and communication for senior management and clients.
Managed high call volume with tact and professionalism.
Initiated operations improvements to improve overall call center productivity.
Met or exceeded service and quality standards every review period.
Developed all process controls and metrics for daily management of the Call Center.
to 01/2012 Park Place Porsche Dealership – Dallas,
Answered customers' questions regarding products, prices and availability.
Emphasized product features based on analysis of customers' needs.
Wrote sales contracts for orders obtained and submitted orders for processing.
Maintained friendly and professional customer interactions at all times.
Completed company leadership training program.
Managed and recorded all leads from outbound telephone marketing.
Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries.
Consistently hit and exceeded sales goals by 20%.
Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts.
Greeted customers in a timely fashion, while quickly determining their needs.
Answered customer questions about product availability and shipment times.
Accurately logged all daily shipping and receiving orders.
Processed cash and credit payments rapidly and accurately.
Documented all customer inquiries and comments thoroughly and quickly.
to 01/2010 Wackenhut, Security Company – Dallas,
Developed and reviewed specifications for design and construction of security systems.
Monitored the work of contractors in the design, construction and startup phases of security systems.
Screened vendors and contractors before granting access to restricted areas within the mall.
Worked with store management to implement company safety programs and awareness, reducing workers' compensation costs.
Monitored and evaluated unit performance on key security issues, recommending corrective action programs where appropriate.
Advised security team and conducted investigations of significant threats and the loss or misappropriation of assets.
Analyzed and investigated all incidents alongside functional management and security supervisors.
Promoted business' development by building and maintaining relationships with new clients.
Detected suspicious activities and watched for criminal acts and rule infractions.
Monitored and authorized entrance and departure of employees and visitors.
Circulated among visitors, patrons and employees to preserve order and protect property.
Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences.
Monitored and reported suspicious activities to local authorities.
Operated detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas.
Monitored central alarm system for fire, intrusion, and duress alarms and responded when needed.
Bachelor of Science: Human Resource ManagementCurrentTexas Woman's University-
Business Administration-Human Resource Management
Coursework in Business
Professional in Human Resources certificate (PHR)
Coursework in Finance and Accounting
Coursework in Psychology, Communications and Accounting
Certificate of Human Resource Management Assistant-2013 May
North Texas Food Bank-Dallas, TX Volunteer-2012
Century 21 School of Real Estate: 1 2009Richland Community College-
Coursework in Business, Management and Communications
Coursework in Business, Communications and Organizational Psychology
Coursework in Marketing and Communications
Coursework in Management and Business Administration
administrative, benefits, call center, cash registers, clerical, coach, counseling, clients, customer care, database management, dependable, desktop publishing, fax, filing, Home Office, Human Resource, meetings, Microsoft Office, office, Windows, Oracle, payroll, Peoplesoft, personnel, policies, processes, Real Estate, Reporting, Scheduling, Teamwork, telephone, phone, time management, travel arrangements, Verbal Communication, well-organized, written
Bachelor of Science : Human Resource Management Current Certificate of Human Resource Management Assistant-2013 May
North Texas Food Bank-Dallas, TX Volunteer-2012
Century 21 School of Real Estate : 1 2009
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