Customer service professional dedicated to effective team management and customer satisfaction. Exceptional customer care professional who addresses inquiries and resolves problems as they arise. Qualified customer care representative with (7) 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. Energetic Work Attitude Team Player
Customer Care RepresentativeNationwide Biweekly Administration － Dayton, Ohio
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Maintained up-to-date records at all times.
Developed effective relationships with all call center departments through clear communication.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
05/2012 to 03/2013
Insurance Sales AgentMetlife － Dayton, Ohio
Developed and cultivated my own client base / prospect and service clients business.
Consistently meet or exceed Company production objectives by persistently achieving the needs of the client.
Demonstrated outstanding client service and support by continuing to assist current clients\' achieve their changing financial objectives - Obtain licenses to sell MetLife Products Property includes life insurance, annuity, DI, managed accounts / fees and individual P&C.
Processed applications, payments, corrections, endorsements and cancellations.
Promoted agency products to customers in person, on the telephone and in writing.
Prepared necessary paperwork to process insurance sales and renewals.
Pursued continuing education and training programs to continue professional development.
03/2011 to 05/2012
Customer Service RepresentativeTeleperformance U.S.A. － Fairborn, Ohio
Provided excellent customer service at all times, followed up customer inquiries in a timely manner Exercised retention efforts when appropriate, Strived to maintain first call resolution, worked with confidential customer information, problem solved to help customers resolve issues on the first call.
Troubleshot equipment and system problems Maintain daily, weekly, and monthly sales goals Represented Teleperformance North America\\'s Fun Festival (Retention Program) in Sao Paulo Brazil and won 1st place in team building events.
Bachelor of Applied Business: Business ManagementCentral State University － Wilberforce, OhioBusiness Management Training in Call Center Management Emphasis in Service and Retention? Continuing education in
Coursework in Conflict Resolution, Marketing and Human Resources
Business Administration and Communications coursework Student government representative Business
Ethics coursework Organizational Behavior coursework Member of toastmasters Club Coursework in
Business Administration and Finance Extensive coursework in Human Resource Management:
March of Dimes A Vote less People Is A Hopeless People Step Master (Choreographer) - Alpha Phi Alpha Fraternity Incorporated, Delta Xi Chapter (National Champions for SPRITE STEP OFF NATIONAL STEP SHOW) Member of the Marketing Club, Drama Club & Business Club with Central State University Black Executive Exchange Program (BEEP), 2010 Entrepreneurial Challenge Winner Completed over 68 hours of coursework in Management Marketing, Communications, Public Speaking, Business Law, Microsoft office.
Business Administration and Communications, Call Center Conflict Resolution, Customer Relationship Management (CRM), Resolving customer complaints, client, clients, Customer Satisfaction,Finance, Financial, Human Resource Management, Insurance sales, team building, Marketing, Strong Organizational Skills, Organizational, Persuasive speaker, Trainer.