JAKEDREA

MORGAN

**** ******* **

Columbus, GA **909

762-***-****

ad46wu@r.postjobfree.com

OBJECTIVE

Demonstrated Call Center Agent with a proven ability to effectively handle customer inquiries, provide accurate information, and ensure customer satisfaction. Proficient in utilizing call center software and adapting to changing protocols. Committed to delivering excellent service in high-pressure environments.

EDUCATION

HS Diploma Hardaway High School

AUGUST 2016 – MAY 2020

BS Criminal Justice minor Sociology Clayton State University

AUGUST 2020 – MAY 2024

EXPERIENCE

Remote Customer Support Specialist Blue Cross Blue Shield of Texas

05/2020 – 03/2021

Handled a high volume of customer inquiries through various channels, including phone and email assist customers with technical issues, troubleshooting software and hardware problems remotely

Provided product recommendations and guidance to customers based on their needs and preferences

Escalated complex issues to the appropriate teams and followed up to ensure timely resolution

Conducted customer satisfaction surveys and implemented feedback to improve service quality

Maintained a positive and professional attitude while working independently from a remote location

Customer Service Representative Verizon Wireless

03/2021 – 07/2022

Responded to customer inquiries via phone, email, and live chat, providing accurate and timely information

Resolved customer complaints and issues, ensuring high levels of customer satisfaction

Assisted customers with product selection, order placement, and tracking shipments

Maintained detailed records of customer interactions and transactions in the CRM system

Collaborated with cross-functional teams to address customer concerns and improve processes

Achieved and consistently exceeded monthly performance targets for customer satisfaction and response time

Customer Service Agent Afni Call Center

08/2022-08/2023

Handle incoming customer calls professionally and efficiently, following Afni's established protocols and guidelines

Listen attentively to customer inquiries, understand their needs, and provide accurate information or solutions

Offer personalized recommendations and upsell opportunities to enhance the customer's experience

Input relevant data accurately into the computer system, maintaining comprehensive and up-to-date customer records

Collaborate with team members and supervisors to address complex customer issues, escalating when necessary

Demonstrate empathy and patience while dealing with customer concerns, maintaining a positive and professional attitude

Adhere to call center metrics, including call quality, average handling time, and customer satisfaction targets

Stay informed about company products, services, and promotions to provide accurate and relevant information to customers

Follow established scripts and protocols while adapting communication style to suit individual customer interactions

Participate in ongoing training and development sessions to enhance customer service skills and product

SKILLS

Excellent verbal and written communication skills References

Proficient in using customer service software and CRM systems

Ability to work independently and meet deadlines in a remote work environment

Exceptional multitasking and organizational skills

Friendly and professional demeanor

Problem Solving. Capable of independently identifying and resolving issues that may arise while working remotely.

Contact this candidate