Qualified inbound cutomer service represenative with 15 years in fast-paced customer service and call center environments. Personable and professional under pressure. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Excellent communicator with customers in a demanding call center environment as a Customer Service Representative. Patient and empathetic, with extensive background in conflict resolution and customer care.
Creative problem solver
Exceptional communication skills
Strong client relations
Credit card processing
Completed telephone training seminar
Skilled in call center operations
Extensive history with predictive dialers
Committed to maintaining data integrity
Adheres to customer service procedures
to 03/1997 mastercard – Jax,
Greeted customers entering the store to ascertain what each customer wanted or needed.
Described product to customers and accurately explained details and care of merchandise.
Politely assisted customers in person and via telephone.
cutomer call center01/1998
to 03/2003 clairol – Jackson,
Effectively managed a high-volume of inbound and outbound customer calls.
Answered a constant flow of customer calls with up to [number] calls in queue per minute.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
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.
Referred unresolved customer grievances to designated departments for further investigation.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
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.
Provided incentive to increase productivity by offering employees awards for best customer service.
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Acted professionally and patiently when addressing negative customer feedback.
Managed call center from initial start-up to full operational status.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Met or exceeded service and quality standards every review period.
Developed all process controls and metrics for daily management of the Call Center.
High School Diploma: 1991atlanta-
4747 melson blvd