IJ Ida James

Shreveport, LA ***** 318-***-**** ad49q5@r.postjobfree.com

PROFESSIONAL

SUMMARY

Experienced Customer Service Representative with 4 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Also 2 years of mentor at Teleperformance training

SKILLS Database Maintenance

Policy and Procedure Adherence

Administrative and Office Support

Till Counting

Understanding Customer Needs

Order and Refund Processing

Product and Service Knowledge

Call Volume and Quality Metrics

Fraud Detection

Training and Development

Call Control

Customer Support

Customer Communication

Cash Handling

High-Volume Call Centers

WORK HISTORY INBOUND CALL CENTER REPRESENTATIVE 06/2023 to CURRENT Advanced Call Center Technologies LLC 359 W Bert Kouns Industrial Loop Shreveport LA

Answered phone with friendly greeting to create positive inbound calling experience for customers.

Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.

Responded to customer inquiries via telephone, email and live chat to provide updated information.

Demonstrated strong problem-solving skills by resolving customer issues during first call.

CALL CENTER CUSTOMER SERVICE REPRESENTATIVE 05/2019 to 05/2023 Teleperformance USA Shreveport, LA

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Documented and detailed calls and complaints using call center's CRM database.

Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Addressed customer account discrepancies and concerns. Responded to customer calls and emails to answer questions about products and services.

Met customer call guidelines for service levels, handle time and productivity.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

ASSISTANT MANAGER 04/2016 to 05/2019

Taco Bell Bossier City, LA

Supervised day-to-day operations to meet performance, quality and service expectations.

Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.

Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.

Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences. Mentored team members to enhance professional development and accountability in workplace.

Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service. Helped with planning schedules and delegating assignments to meet coverage and service demands.

Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

Created employee schedules to align coverage with forecasted demands. Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success. Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement. Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

TEAM LEADER 03/2012 to 04/2016

Whataburger

Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards. Supervised team members to confirm compliance with set procedures and quality requirements.

Worked with team to identify areas of improvement and devised solutions based on findings.

Built strong relationships with customers through positive attitude and attentive response.

Established open and professional relationships with team members to achieve quick resolutions for various issues.

Conducted training and mentored team members to promote productivity and commitment to friendly service.

Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

EDUCATION High School Diploma 05/1981

Parkway High School, Bossier City, LA

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