Call Center Customer Service

ANGELIQUE CROFT

708-***-**** ad0uch@r.postjobfree.com

PROFESSIONAL SUMMARY

High-energy professional looking to obtain a position where I can maximize my experiences in working with people, utilize the skills I have acquired through my education and previous employment, and allow myself to be more practiced with overcoming challenges. People oriented worker trained to perform in high stress situations while maintaining the integrity of the assigned tasks.

EMPLOYMENT HISTORY

Nick’s Liquors Cashier 2022-Present

Accurately and efficiently operated the cash register system.

Resolved escalated guest service issues, including refunds and questions.

Supported team-oriented environment by monitoring cashier performance.

O’Reilly’s Auto Parts Delivery Driver 2019-2021

Processes delivery and pick up data for the completion of each day.

Drives delivery vehicle to transport parts to commercial customers.

Picks up returns, cores, and parts for nearby stores and outside vendors.

Provides good service by speaking to each customer and building professional relationships.

HandzUp Customer Service Team Lead 2012-2019

Responsible for the management of 15 call center representatives including (but not limited to) recruitment, training, product knowledge and skills development, performance management, and legal compliance.

Served as primary contact for Customer Service Representatives. Coordinated all necessary Tier Two Call Center calls to ensure prompt answers and necessary follow up, including Issue/Call Tracking and documentation to individual customer files.

Effectively developed and implemented the Call Center Escalation Process and guideline, to ensure the customer’s needs were being met with a 24-hour timeframe. The process was monitored and reviewed in order to identify areas of growth related to customer responses provided by the call center and the value support team.

Worked with other management team members to identify training issues and suggested process improvements to streamline customer service efficiency.

Rockland Distribution Call Center Representative 2008-2012

Answered an average of 75 incoming calls daily from customers to take orders, answer billing inquiries and questions, handle complaints, troubleshoot problems and provide information.

Utilized required resources and applications to ensure first call resolution, accuracy and efficiency in resolving customers’ issues.

Problem-solved and properly executed company policies while creating a positive customer experience.

Completed after call support functions which include the processing of orders, call disposition and resolution reports as well as required clerical processes and interfacing with other departments.

Achieved performance measurements to ensure company success and industry leadership in customer care including: goal of service, e-mail response, average customer call time, average customer call wait time, abandoned call volume, and general productivity goals.

EDUCATION/CERTIFICATIONS

Hunter Bolden Academy High School Diploma

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