Effective Customer Service Agent with two years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas.
People-person able to communicate with diverse clientele. Enjoy working and staying active. Dependable and committed employee.
Skills
Office equipment proficiency
Courteous demeanor
Inbound and outbound calling
High-energy attitude
Call center experience
Active listening
Conflict mediation
Customer relations
Problem-solving abilities
Retail sales customer service
Adaptive team player
Experience
02/2019 to 02/2020
Customer Service AgentXylem Inc. – Compton, CA,
Asked probing questions to determine service needs and accurately input information into electronic systems.
Evaluated customer account information to assess current issues and determine potential solutions.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Documented conversations with customers to track requests, problems and solutions.
Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
09/2018 to 12/2018
Customer Service Agent/Seasonal JobAetna-Services At Ttec – City, STATE,
Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
Responded to customer requests for unavailable products and suggested other suitable options.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Consulted with customers regarding Healthcare needs, addressing specifically prescription concerns.
Documented conversations with customers to track requests, problems and solutions.
Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Refined and demonstrated excellent listening skills, asked probing questions, understood concerns and overcame objections.
Resolved average of thousand plus inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
07/2006 to 05/2009
School AdministratorDickenson County Public Schools – City, STATE,
Collected and analyzed data for institutional research.
Designed processes to engage families and community members in student learning and bolster attendance at events.
Oversaw daily operations of Pre-K through 8th program functions.
Aligned curriculum, instruction and assessment tools to support teacher development.
Analyzed student data to identify and implement academic growth initiatives.
Developed and implemented strategic vision and mission for continuous and positive school growth.
Upheld and applied state laws, contractual obligations and district policies to comply with regulations and obtain necessary school funding.
Fostered positive school culture and promoted safety and equity for students.
Managed school resources, including tutoring and after-school programs to improve student achievement rates.
Established and managed systems to create focused, quality teachers.
Developed and managed budgets for academic and student affairs.
Outlined, implemented and maintained personnel-related policies and procedures.
Facilitated staff meetings to convey policy changes and hear employee input.
Monitored and evaluated performance of school employees.
Coordinated with school personnel, parents and students to determine disciplinary actions for behavioral issues.
Visited classrooms to evaluate teacher instructional techniques as part of annual evaluation cycle.
08/1975 to 07/2006
Secondary School Teacher/History & Political ScienDickenson County Public Schools – City, STATE,
Met with parents to share perspectives on child's strengths and weaknesses.
Communicated objectives for all lessons, units and projects to students and parents in clear and effective manner.
Assessed student progress with course material through routine quizzes, final examinations and standardized assessments.
Adapted teaching methods and instructional strategies to promote learning in students of differing skill levels.
Conducted small group and individual classroom activities with students based on differentiated learning needs.
Used positive reinforcement method to redirect poor behavior.
Worked with average of 32 students per class.
Managed consistent, learning-focused classroom environments by establishing and communicating clear objectives for all students.
Improved child-bonding skills by coordinating IEP meetings and family conferences.
Explored different avenues of learning with students to help each prepare for later educational environments.
Facilitated activities that developed students' physical, emotional and social growth.
Attended variety of professional development workshops centered on learning goals, classroom management, student motivation and engaging learning activities.
Participated in ongoing staff training sessions.
Delivered clear, informative lectures on subject matter framed to meet state standards.
Encouraged students to be understanding with others.
Education and Training
Expected in 06/2006
Master of Arts: Educational Administration And Supervision Radford University - Radford, VA GPA:
Expected in 06/1973
Bachelor of Science: History/Political Science East Tennessee State University - Johnson City, TN GPA:
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School Attended
Radford University
East Tennessee State University
Job Titles Held:
Customer Service Agent
Customer Service Agent/Seasonal Job
School Administrator
Secondary School Teacher/History & Political Scien
