Customer Service Representative

Nicole Alofuokhai

**** ****** ***** • Jonesboro, Georgia • 30238

Home: 404-***-****

***********@*****.***

Upbeat courteous, customer service oriented and highly persuasive with 6+ years of experience in call center settings. Well-spoken and outgoing team player equipped with effective problem solving skills, accustomed to working professionally and efficiently in team oriented, fast paced environments. Demonstrated telephone etiquette along with proven listening skills and strong attention to detail.

CORE COMPETENCIES

– Quick Response

– Call Forwarding

– Database Management

– Troubleshooting

– Data Entry

– Client Registration

– Technical Support

– Data Updation

– Billing And Disbursements

– PC Proficient

– Compliant Processing

– Departmental Coordination

Professional Experience

WIPRO ATLANTA/BEST BUY

Customer Service Representative/Geek Squad

Handle customer inquiries, complaints, billing questions and payment extension/service requests.

Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.

Interface daily with internal partners in accounting, field services.

Assisted with the creation of work orders and assisting with home theater questions.

Assisted with the cancellation of orders and services

National Video Monitoring

2014- Present

Monitoring agent and dispatcher

Receive and prioritize calls and complaints from the public concerning crimes, fires and emergencies; question the caller to determine the nature of the problem.

Dispatch personnel and equipment to scene of emergency while maintaining radio contact, scan status charts and computer screen to determine units available.

Broadcast orders to police and other emergency units in vicinity to investigate complaints and relay instructions or questions from other units.

Determine type and nature of personnel and equipment needed.

Maintain verbal contact with caller for the purpose of updating in-progress calls and continually update responding units.

Maintain log of all radio transmissions as to time, duration, and message.

Perform follow-up on dispatches.

Monitored sites on systems and apprehended thieves and trespassers .

Use a wide variety of resource materials to aid police officers and firefighters in the field such as city and telephone directories, law enforcement directory, street location guide and hazardous materials chemical book.

MSI Financial Institution 2014

Collection Agent (call center)

• Ensure follow up by mail and phone to insurance carriers or customers on felonious payments

• Investigate customer’s accounts and documents methodically

• Punch all information about collection action of account into billing system

• Resolve inconsistencies and prepare adjustments

• Coordinate collection agency communication

• Answer customer inquiries about account status

Key Accomplishments

Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Current NPS is 92% for the fiscal year

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Education

Bachelors in Communications –DeVry University.

Completed five 4-hour modules of customer service training. Topics included how to:

Greet transfer and hold calls

Build rapport, listen, clarify and manage conversational flow

Manage upset customers, conflicts and challenging situations

Deliver outstanding service, exceed expectations and build long-term loyal

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