Client Support Specialist

Christina M Watts

● ***** S Donna Ave, Channahon, IL 60410 ● ********@*****.*** ● 779-***-****

PROFILE SUMMARY

Dedicated and results-driven Virtual Agent Lead with a proven track record of effectively supervising and assisting teams in a dynamic call center environment. Adept at optimizing call flow, resolving customer complaints, checking the accuracy of data that is being inputted, resolving discrepancies in information, obtaining further data if needed, creating data backups, updating data, and performing software updates, and contributing to overall client satisfaction. Seeking to leverage my extensive experience to drive the success of DialOps and support the achievement of organizational goals. Looking for an opportunity in a dynamic organization where my skills will be fully utilized. CORE COMPETENCIES

Ability to inspire, guide, and supervise a team of virtual agents to ensure they perform at their best and meet performance goals.

Expertise in overseeing call center operations, including call routing, resource allocation, and performance monitoring to optimize efficiency and customer satisfaction.

Proficiency in using data and key performance indicators (KPIs) to assess and improve team and individual agent performance.

Excellent verbal and written communication abilities to convey ideas, provide feedback, and maintain transparent communication within the team.

Talent for coaching and guiding team members to develop their skills, address weaknesses, and reach their full potential.

SKILLS

Active Listening

Effective Communication

Problem Solving

Multitasking

Attention to Detail

Positive Attitude

Teamwork

Time Management

Critical Thinking

Decision-Making

Customer Retention

Complaint Handling

PROFESSIONAL EXPERIENCE

DialOps Toms River, NJ

Virtual Agent Lead March 2023 - Present

Supervising and mentoring a team of virtual agents to ensure exceptional performance. Monitoring call flow and making real-time adjustments to maintain efficiency.

Logging and documenting client updates, ensuring accurate and up-to-date information. Resolving customer complaints and ensuring high-quality customer service.

Engaging in occasional phone sales to boost revenue and meet business objectives. Streamlining call center operations by implementing efficient call flow strategies and monitoring agent productivity.

Successfully resolving complex customer complaints and issues, ensuring a high level of service quality. Collaborating with cross-functional teams to improve processes and procedures, resulting in enhanced overall customer experience.

Conducting occasional phone sales activities, contributing to increased revenue and meeting business objectives. Arise Virtual Solutions Channahon, IL

Client Support Professional July 2019 - March 2023

Provided timely, professional, and accurate responses to customer inquiries via phone, email, and the help menu.

Collected and analyzed customer information to better serve their needs.

Prepared service reports based on customer information, collaborating with support partners to address issues promptly.

Handled incoming and outgoing calls effectively, demonstrating strong communication skills. Collaborated with support partners to prioritize and resolve customer issues.

Demonstrated a friendly and patient demeanor, using proper phone etiquette and a positive voice inflection. Assisted customers with reservations and addressed their inquiries and issues, ensuring a seamless experience.

Successfully operated from a remote work location, utilizing company software and a USB headset on a personal computer.

U-Haul Phoenix, AZ

E-sales & Reservation Agent March 2012 - May 2016

Delivered professional, courteous, and efficient customer service via phone. Demonstrated a friendly and patient attitude with proper phone etiquette and positive voice inflection.

Assisted customers with reservations and resolved issues effectively. Successfully worked from a remote location, utilizing company software and a USB headset.

Maintained professional oral and written communication with customers and colleagues.

Demonstrated a friendly and patient attitude through proper phone etiquette and maintain a positive voice inflection to ensure a superior customer experience.

Assisted customers with reservations, offering detailed information about rental options, rates, and available equipment, while addressing customers' inquiries and concerns. 1-800 Flowers, Inc. New York, NY

Sales Agent November 2011 - December 2012

Documented customer inquiries and comments thoroughly and promptly. Referred unresolved customer grievances to designated departments for further investigation.

Answered customer questions about product availability and shipment times. Demonstrated superior customer service skills and built strong rapport with customers.

Maintained and nurtured existing customer relationships, providing exceptional customer service and ensuring their ongoing satisfaction.

Demonstrated in-depth product knowledge to answer customer inquiries, explain features, and highlight benefits.

Utilized effective sales strategies to upsell and cross-sell products and services, increasing the average transaction value.

Self-Employed Channahon, IL

Caregiver December 2006 - April 2020

Assisted patients with mobility, dressing, grooming, and various daily tasks. Maintained detailed records of patient care, condition, and progress.

Cared for a disabled parent, ran errands, and managed financial responsibilities. Ran errands, organized and paid bills for the individuals under my care, ensuring their daily needs were met.

Provided emotional support and companionship to help alleviate feelings of isolation and loneliness.

Adapted to the unique needs and preferences of each patient, fostering a comfortable and caring environment. United States Postal Service Aurora, IL

Flatsorter Operator May 1994 - June 1998

Operated mail sorting machinery efficiently, ensuring the accurate and timely sorting of mail items.

Utilized a keypad resembling a 10-key keypad for data entry, ensuring precise record-keeping and machine operation.

Sorted mail manually when required, maintaining high levels of accuracy and efficiency.

Conducted routine maintenance and minor repairs on sorting equipment to ensure continuous operation.

Adhered to all safety and quality control procedures, contributing to a secure and error-free mail processing environment.

EDUCATION

Healthcare Administration Oct 2011-Mar 2012

University of Phoenix Phoenix, AZ

REFERENCES

Available upon request

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