Inbound Call Center Representative Resume Example
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INBOUND CALL CENTER REPRESENTATIVE
Summary
Skilled Inbound Associate establishing professional and positive relationships with customers on behalf of RDI Connect (GreatCall & DirecTV) organization to address issues using company policies and practices. Demonstrated experience managing customer interactions professionally. Excellent influencing skills to communicate with credibility, tact and diplomacy. Personable, friendly and solution-oriented professional with over 15 years of experience in customer service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Skills
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Experience
Inbound Call Center Representative - Dialamerica (Pittsburgh , PA)January 2020 - Current
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Identified consumer needs, clarified information and researched issues to provide alternative solutions.
- Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Implemented basic troubleshooting and support techniques to enable speedy resolution of technical, billing, and support issues.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Kept detailed records of customer accounts, including actions taken, issues resolved and troubleshooting information.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
- Documented conversations with customers to track requests, problems and solutions.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Karaoke Host/DJ - Roslyn Storage Ltd (Maitland , FL)January 2005 - October 2020
- Played mix of songs which matched station format and avoided dead air by closely monitoring length of each song.
- Called out to guests via microphone, encouraging dancing and participation in upbeat songs at weddings and other celebrations.
- Organized call and answer system for shows to increase audience participation
- Utilized well-developed communication, active listening and engagement skills when entertaining guests, speaking with customers and taking song requests
- Met with clients and discussed options for music and particular songs for each special event.
- Read prewritten script material, which included business specials and special day announcements.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Performed site evaluations and customer surveys
Storage Manager - Secure EZ Storage (City , STATE)January 2019 - January 2020
- Managed multiple storage facilities
- Managed daily care, maintenance, and cleanliness of both office and outdoor lots.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Checked supply against demand by overseeing all merchandising decisions, replenishment and inventory management.
- Generated daily operational and sales reports for corrective action or continuous improvement.
- Promoted profitability of storage business by tracking performance indicators and driving corrective action.
- Directed all day-to-day operations of storage facility to provide safe and enjoyable guest experience.
- Identified client business and operational needs and introduced services to provide solutions.
- Managed UHaul rentals
- Maximized truck performance by fulfilling recommended maintenance, including washing windows and bed, checking tire pressures and fluid levels and changing lights.
Bathing Room Manager/Assistant Shop Manager - Bow Wow Boutique LLC (City , STATE)December 2014 - June 2017
- Removed animal waste from kennels, runs and exercise areas, placing in trash receptacles or in-ground septic systems.
- Bathed approximately 30-50 animals per 8-12 hour shift.
- Answered multiple line phone system for busy facility and responded to questions regarding pricing and services.
- Refilled shampoo bottles, sanitized clippers, combs and brushes and placed clean towels at each station following shift completion.
- Delivered consistent customer service to pet owners, effectively increasing repeat business.
- Unloaded and organized supplies and product inventory to maximize team efficiency.
- Kept dogs safe by remaining alert to environmental conditions
- Completed owner paperwork and obtained all necessary information, including possible allergies, potential aggressive behavior, health issues, and owner contact details.
- Developed long-term relationships with clients and bonded with animals through regular contact.
- Treated basic wellness issues such as superficial wounds and called in veterinarian assistance for more complex concerns.
- Supported animal health by keeping all areas clean, neat and properly sanitized.
- Laundered soiled animal bedding immediately to reduce infection using appropriate chemicals.
- Washed, groomed and trimmed each animal to enhance coat health.
- Reviewed inventory levels during shifts and placed orders to replenish supplies, including shampoo, canine toothpaste and styptic powder.
- Assisted grooming staff with nail clipping, fur blow drying and combing out matted fur during high-volume periods, including holidays.
- Maintained laundry duties, including washing, drying and folding towels during busy periods, ensuring consistent workflow.
- Cleaned and disinfected kennels and common areas to reduce spread of illness from infected animals.
- Observed animals and conducted examinations to identify signs of injury, illness or disease.
- Recruited and hired qualified candidates to fill open positions.
- Trained employees on additional job positions to maintain coverage of roles at all times.
- Greeted and encouraged feedback from customers to implement in-store operational changes.
- Assigned tasks to associates to fit skill levels and maximize team performance.
Education and Training
High School DiplomaOctober 2005Franklin High School, City, State
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Resume Strength
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Resume Overview
School Attended
- Franklin High School
Job Titles Held:
- Inbound Call Center Representative
- Karaoke Host/DJ
- Storage Manager
- Bathing Room Manager/Assistant Shop Manager
Degrees
- High School Diploma
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