Call Center Supervisor/ Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette with a proven capacity to troubleshoot issues to ensure customer satisfaction.Maintain a high level of professionalism, patience, and committed to addressing customer concerns with speed, accuracy while meeting and exceeding productivity goals.
Promoted to Call Center Supervisor in 2 years at Brinks Home Security.
Received a Life Saver Award in 6 months at Brinks Home Security.
Exceeded corporate target for customer satisfaction for 9 months in a row.
Promoted to Team Lead in 4 months at EMSI.
Exceeded corporate target for customer satisfaction for 6 months in a row.
Made reasonable procedure exceptions to accommodate unusual customer requests.Demonstrated mastery of customer service call script within specified time. Ran reports and supplied data to fulfill customer report requirements.Maintained up-to-date records at all times.Built customer loyalty by placing follow-up calls for customers who reported issues.Provided cross training to staff members.Assisted with the development of the call center's operations, quality and training processes.Led a team of customer service representatives to increase service center profitability.
Properly directed inbound calls in phone queues to improve call flow.Led a team of customer service representatives to increase service center profitability.Developed new client retention strategies resulting in an increase of over 30%.Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.Assisted with the development of the call center's operations, quality and training processes.Trained staff on how to improve customer interactions.
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