Customer Service Representative

TM

TERESA MOTLEY

**************@*****.*** 912-***-**** Port Wentworth, United States 31407

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Time Management

Performance Evaluations

Decision Making

Policy Enforcement

Problem-Solving

Delegating Work

Call Center Operations

Work Prioritization

Client Relations and Retention

Information Tracking

OnBrand24 Savannah, GA

Customer Service Manager

12/2020 - Current

Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.

Conducted training and offered staff development opportunities to decrease process lags.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Upheld quality control policies and procedures to increase customer satisfaction.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Maintained knowledge of company products and services to promptly resolve complaints and concerns.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Reviewed files, records and other obtained documents to respond to customer requests.

Fanueil Remote

Customer Service Representative Manager

08/2016 - 12/2020

Rolled out operational improvements and solutions to deliver top-notch customer service.

Conducted training and offered staff development opportunities to decrease process lags.

Led team engagement to assist cross-functional departments and achieve goals.

Relayed customer feedback to cross-functional teams to improve products and services.

Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.

Summary

Skills

Experience

Monitored phone calls to provide feedback and coaching. Explained benefits, features and recommendations to maximize client retention.

Alorica Remote

Customer Service Representative

Supervisor

12/2012 - 08/2016

Trained staff to provide excellent customer service to challenging customers.

Promoted clean, safe, friendly work environment for employees and guests.

Routed calls from multiple sites to correct personnel and assisted with complex cases.

Completed leaves of absence, time off requests and department transfers. Led department and supported team leads with process and personnel needs.

Worked with executive management teams to align customer service department policies and systems with company objectives. Prepared call center performance reports by collecting, analyzing and summarizing data and trends.

Results Call Center Remote Work

Customer Service Representative Agent

02/2011 - 11/2014

Educated customers on special pricing opportunities and company offerings.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Fielded customer complaints and queries, fast-tracking for problem resolution.

Upheld quality control policies and procedures to increase customer satisfaction.

Televista

Customer Service Representative

05/2010 - 12/2012

Resolved customer concerns with friendly and knowledgeable service. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Upheld strict standards for quality and performance. Met and exceeded productivity targets by handling every interaction with top-notch customer service.

Audited customer account information to identify issues and develop solutions.

Delivered accurate service information to meet goal-directed development plan.

Leveraged software and systems to obtain information and maintain documents.

Updated accounts with recent information and processed customer payments.

KFC Danville, VA

Assistant Manager

01/2006 - 05/2010

Delegated daily tasks to team members to optimize group productivity. Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.

Directed and led employees, supervising activities to drive productivity and efficiency.

Collaborated with store manager to develop strategies for achieving sales and profit goals.

Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.

Recruited and hired qualified candidates to fill open positions. Coached team members and delivered constructive feedback to promote better productivity and build confidence.

Danville Community College Danville, VA

Associate of Science in Business Administration And Management 11/2011

Education and Training

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