Customer Service Call Center
Resume:
Shanzavia A. Howell’s Resume
Address: **** ******* **** **. *****
Phone: 470-***-****
Email: ad3lia@r.postjobfree.com
Objective
Self- starter seeking a full time position in customer service, which will allow me to apply my current service experience and education to assist the company in the accomplishment of its goals.
Education
South Atlanta High School
August 2015- May 2019
High School Diploma
Albany State University
Graduation Pending- December 2023
Major-Early childhood Development
Skills & Abilities
●Polished, professional customer service rep offering:
●Proven experience providing customer support in busy call center environments for public utility and insurance industry employers.
●An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
●Strategic-relationship and partnership-building skills—listen attentively, solve problems creatively and use tact and diplomacy to achieve win-win outcomes.
Experience
McDonalds
June, 2017- January, 2018
●Assisted customers with purchases and other needs
●Welcomed customers
●Cleaned bathrooms, eating areas and cashier station
●Managed cashier station before and after shifts
Delta Community Credit Union (Call Center) - Customer Service Representative
January 2018- February,2020
● 1 of 5 call center supervisors, managed more than 40 call center agents in the credit union call center
● Ensured implementation of call center policies, operations and performance standards followed and understood by call center agents.
● Monitor staffing census to ensure call volume align with staffing needs using forecasting.
● Performed statistical analysis for each individual agent providing coaching to ensure adherence to statement of work.
●Provides coaching and training to employees who are in need of improvement.
●On call for 24 hours, one weekend out of the month.
● Developed process efficiencies to improve quality, moving my team's performance from 90% to 96.25% in QA.
●Assisted QA’s with monitoring calls to ensure the integrity and quality of each agent
Green Air Environmental Services–Customer Service Agent
March, 2020-Present
●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, new business, operations and consumer affairs divisions.
●Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).
●Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.
●Helped company attain the highest customer service ratings (as determined by external auditors)—earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
●Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.
Activities / Volunteer Experiences
Theater
Cheerleading
Community services
Young Life organization
References
Terrica Causey
Manager- Green Air Environmental
ad3lia@r.postjobfree.com
Coach Kristen
Young Life Organization
Liyba BaaQar
Works as a paralegal
ad3lia@r.postjobfree.com
Contact this candidate