Call Center Customer Service
Resume:
JAKEDREA
MORGAN
Columbus, GA **909
************@*****.***
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.
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