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Professional Summary
Articulate and highly-skilled Inbound Call Center Representative provides accurate, friendly customer service by navigating multiple computer systems, applications and utilizing search tools to find information. Manages 200+ customer inquiries daily in fast-paced environment to meet deadlines while working within strict metrics. Drives loyalty and strengthens new and existing customer relationships through exceptional experiences and valuable insights. Brings 6 years of customer service experience.
Skills
Inbound sales
Call management software
Performance metrics
Typing 70 WPM
Proficient in communication through email, chat, and phone
Documentation and reporting
Customer service
Payment processing
Knowledgebase software
High-volume call centers
Appointment Scheduling
Complaint resolution
Product and service knowledge
Scripted calls
Call control skills
Work History
07/2020 to CurrentContact Center AgentLowes | Las Cruces, NM,
Answered phone with friendly greeting to create positive inbound calling experience for customers.
Processed customer order, quote and return transactions and offered additional products and services.
Communicate through email, agent chat, and phone calls
Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Resolved complaints efficiently to satisfy customers and encourage future transactions.
Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.
Overcame objections using friendly, persuasive strategies.
Set up appointments with interested customers according to schedule availability.
Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
Managed over 200 calls on average per day, averaging 3 minutes per call.
Forwarded calls to management if outstanding issue required immediate resolution
06/2018 to 05/2020Administrative AssistantCummins | Stoughton, WI,
Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
Coached new employees on administrative procedures, company policies and performance standards.
Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
10/2016 to 12/2018Shift LeadAce Hardware | Sussex, WI,
Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
Inventoried materials on weekly basis to identify and resolve discrepancies, maintaining highly accurate and current records.
Helped store management meet standards of service and quality in daily operations.
Completed store opening and closing procedures, including setting up registers and checking products.
Tracked receipts, employee hours and inventory movements.
Responded to and resolved customer questions and concerns.
Maintained safe working environment by observing safety procedures, policies and regulations.
Trained and mentored new employees to maximize team performance.
Kept employees operating productively and working on task to meet business and customer needs.
Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
02/2015 to 11/2016Snack Bar AttendantHei Hotels & Resorts | Saint Pete Beach, FL,
Maintained clean, sanitized and well-organized food preparation zones.
Prepared and expedited food orders to support waitstaff and other team members.
Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
Maintained effective supply levels by monitoring and reordering food stock and dry goods.
Cooked batches of food according to standard recipes.
Performed shift change tasks each day to keep store efficient and neat.
Arranged tables and seating to comfortably seat party guests.
Adhered to strict party schedule to avoid overbooking or delay of parties.
Cultivated positive guest relations by managing information and orchestrating speedy seating.
Explained facility attractions to party guests and answered customer questions.
Cheerfully briefed customers on facility rules, amenities and party policies.
Prepared and served meals, beverages and desserts to party guests.
Met needs of customer special requests to promote positive party experiences and build loyal clientele.
Monitored seating area and checked restrooms every 2 hours to keep spotless.
Education
Expected in 06/2016High School Diploma | Jack Britt Highschool, Fayetteville, NC, GPA:
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