TALANA WHITE

Fayetteville, GA *****

ad3227@r.postjobfree.com I {678-***-****

QUALIFICATIONS SUMMARY

Customer service professional with over eight years of remote customer service experience.

Responsive to customer needs and committed to first-call resolution. Successful in high call volume

environments. Proven ability to quickly adapt to new processes and guidelines in Business Process

Outsourcing roles. Motivated to improve customer outcomes and ensure customer satisfaction.

SKILLS

■ ■ Self-motivated

■ ■ Solution-oriented

■ ■ Active listening

■ ■ Time management

■ ■ Client relationship management

■ ■ First-call resolution

■ ■ Exceptional call handle times

■ ■ Written and verbal communication

■ ■ De-escalation

■ ■ 45 WPM typing speed

PROFESSIONAL EXPERIENCE

Walmart-Remote July 2023-Present Senior Resolutions Coordinator

■ Verify customer account information

• Use Google maps/earth and internal systems to verify receipt of order

• Identify fraud

• Refund/deny refunds

• Close customer accounts when fraud is found

Wellcare/Results CX-Remote August 2022-July 2023 Virtual Member Services Representative

• Explain benefits

• Add/change primary care

• Schedule appointments

• Transfer to appropriate departments when needed

• Adhere to HIPAA and Medicare/Medicaid guidelines

• Take payments

DISH Network-Remote January 2022 - August 2022 Virtual Technical Support

• Provided technical support to customers experiencing connectivity issues

• Achieved first-call resolution of 20 telephone calls per hour

• Guided customers through troubleshooting steps to identify sources of connectivity issues

• Securely accessed cable receivers to test network status and signal strength

• Dispatched field technicians to provide in-home issue resolution

BPO American, lnc.-Remote July 2021- December 2021 Virtual Customer Service Agent

• Supported applicants to state-funded emergency rent relief program in Maryland

• Instructed customers on application process and requirements

• Provided application status updates and program information to callers

Amazon.com, lnc.-Remote November 2016- May 2021 Virtual Customer Service Agent

• Provided premier service to 30 callers per hour

• Responded to service requests via telephone, chat, and email

• Resolved complaints and inquiries related to product refunds, food orders, and deliveries

• Dispatched and tracked delivery drivers

• Monitored deliveries in real time to provide status updates to customers

• Independently authorized offers to de-escalate difficult cases

Direct Interactions-Remote February 2017 - January 2020 Virtual Customer Service Agent

• Supported government and educational institutions as a call center agent for parking

violations

• Guided callers through ticketing and towing processes

• Collaborated with clients to resolve billing disputes and reconcile records

• Ensured follow-through on cases requiring additional research or intervention

Teleperformance-Remote February 2016 - February 2017 Virtual Technical Support

• Served as technical helpdesk support to Apple product users

• Reinstated customers' login credentials

• Performed troubleshooting measures to resolve product issues

• Initiated remote desktop sessions to search for and remove viruses

• Explained warranty coverage and billing to customers

• Consistently exceeded standards for call handle times and customer satisfaction

Alpine Access, Inc (SYKES)-Remote July 2014 - January 2016 Virtual Call Center Agent

• Provided scheduling and billing support to businesses and individuals enrolling in training

courses

• Tracked customer interactions using client management software

• Proactively engaged customers in account reconciliation

• Received and resolved 20 calls per hour

• Maintained an average call handle time of 3 minutes per call

Fulton County Government-Fulton County, GA March 2013 - December 2013 Clerk

• Answered inbound calls and made outbound calls in response to customer inquiries

• Maintained accurate and up-to-date customer records

• Organized billing data files

• Processed confidential information regarding customer accounts

• Identified and corrected errors in information systems and account files

The William Breman Jewish Home-Atlanta, GA May 2003 - January 2011 Dietary Aide

• Facilitated dietary services for 100 nursing home and rehab center residents

• Monitored meal service activities of 12 dietary aides

• Conducted quality control checks of meal trays before releasing meals to residents

• Engaged with customers to take food orders and clarify meal restrictions

• Verified each resident received the correct meals based on their specific dietary needs

• Prepared and proportioned meals according to dietician's specifications

EDUCATION

Associate of Applied Science-Paralegal Studies Everest College

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