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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
  • Employee coaching
  • High-energy attitude
  • Technologically savvy
  • Call center experience
  • Conflict mediation
  • Store maintenance
  • Quality control
  • Inbound and outbound calling
  • Customer relations
  • Customer service
  • Promotional support
  • Grooming and bathing
  • Animal behavior knowledge
  • Product ordering
  • Safety precautions and measures
  • Breed and species knowledge
  • Kennel cleaning and sanitizing methods
  • Heavy lifting
  • Dog behavior expertise
  • Animal interaction
  • Muzzles and restraints
  • Team building
  • Problem resolution
  • Team management
  • Organization
  • Relationship development
  • Inventory management
  • Supervision
  • Customer engagement
  • Coordinating promotional events
  • Announcing and hosting
  • Developing rapport with guests
  • Credit card payment processing
  • Report creation
  • Problem-solving abilities
  • Sales expertise
  • Courteous demeanor
  • Adaptive team player
Experience
Inbound Call Center Representative - RDI Connect (Oxford, OH)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 - Good Times Karaoke & Dj (Middletown, OH)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 (Middletown, OH)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 (Trenton, OH)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, Franklin, OH
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Resume Overview

Companies Worked For:

  • RDI Connect
  • Good Times Karaoke & Dj
  • Secure EZ Storage
  • Bow Wow Boutique LLC

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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