Customer Service Call Center

Bernadette Moma

********@*****.*** ********* Fredericksburg, Virginia 22406

Career Objective

Efficient customer service professional with 4+ years of experience in call centers and hospitality service. Adept at handling 50+ calls daily while consistently resolving client issues smoothly and quickly. Fluent in both English and Spanish, and able to provide clear customer service in both languages. Seeking to apply customer service and problem-solving expertise to benefit your company as a call center representative.

Skills

Empathy. ...

Adaptability. ...

Ability to Use Positive Language. ...

Clear Communication Skills. ...

Self-Control. ...

Taking Responsibility. ...

Patience.

PROFESSIONAL EXPERIENCE

Alorica, Fredericksburg, VA Oct 2022 – October 2023

Remote Call Center Representative

-Handle 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction

-Memorized all company products and services to be able to answer customer questions quickly and efficiently and increase upsells

-Collect source data such as customer names, addresses, phone numbers, credit card information for over 1000 customers and enter data into customer service software

-Trained 4 new employees in customer service script recitation, conflict resolution, and data entry practices

-Proficient in video conferencing platforms such as Zoom, Hangouts, and Skype, able to communicate with customers across a variety of channels

Waiter

MTN Cameroon, CSR Remote Mar 2020 - Sept 2021

-answering questions about money transfer, delivery schedules, and resolving complaints

-Maintained a monthly customer satisfaction rating of 95% or higher

-By adapting communication style to each customer, improved average talk time by 10%

-Achieved one-call resolution 90% of the time, exceeding the center's goal of 85%

Education

BA Food Science University of Bamenda 9/2020

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