Customer Service Call Center
Resume:
LaToya Brunson
*** ****** ****** ********** **
29532
***************@*****.***
Objective: To Obtain Employment as a Customer Service Representative At One Of The Largest Companies & Phone Service Providers Nationwide Seeking Challenging Positions In A Type Of Work Environment Conductive To My Professional Growth
SKILLS
●Call center operations
●Quality assurance controls
●Inbound phone call management
●Performance monitoring
●Technical troubleshooting
●Training and development
●Providing customer support
●Prospecting skills
●Data entry
●Customer communications
●Call control skills
●Microsoft Office expertise
●Professional telephone voice
●Oral and writing communication
●Analytical mastery
●Effective planning
●Email and telephone decorum
●Package and mail receipt
●Call routing
●Preventive Maintenance
●Loading and unloading protocols
●Modifications and adjustments
●Polishing work
●Machinery operations
EXPERIENCE
Reason for the gap – Looking for a new opportunity.
Walmart
Remote Customer Service
June 2023 – March 2024
●Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
●Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
●Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
●Met or exceeded call speed, accuracy, and volume benchmarks on consistent basis.
●Documented customer correspondence in CRM to track requests, problems, and solutions.
●Audited customer account information to identify issues and develop solutions.
●Maintained strong call control and quickly worked through scripts to address problems.
●Asked probing questions to determine service needs and accurately input information into electronic systems.
●Navigated through computer systems to review information and respond appropriately to callers.
●Consulted with customers to resolve service.
Conduent
Remote Customer Support
December 2021 – January 2023
●Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
●Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
●Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
●Met or exceeded call speed, accuracy, and volume benchmarks on consistent basis.
●Documented customer correspondence in CRM to track requests, problems, and solutions.
●Audited customer account information to identify issues and develop solutions.
●Maintained strong call control and quickly worked through scripts to address problems.
●Asked probing questions to determine service needs and accurately input information into electronic systems.
●Navigated through computer systems to review information and respond appropriately to callers.
●Consulted with customers to resolve service an
Spectrum - Charlotte, NC
Remote Call Center Representative
January 2021 – December 2021
●Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
●Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
●Managed customer expectations by clarifying needs, identifying options and recommending products and services.
●Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
●Documented customer correspondence in CRM to track requests, problems and solutions.
●Audited customer account information to identify issues and develop solutions.
●Maintained strong call control and quickly worked through scripts to address problems.
●Asked probing questions to determine service needs and accurately input information into electronic systems.
●Navigated through computer systems to review information and respond appropriately to callers.
●Consulted with customers to resolve service and billing issues.
Reason for the gap – Took some time off due to medical issues and relocated to North Carolina.
Country Inn && Suites - Greenville, SC
Front Desk Associate
August 2018-June 2019
●Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
●Handled payment processing and provided customers with receipts and proper bills and change.
●Managed guest check-in and check-out procedures, reservations and payments.
●Managed customer complaints and rectified issues to complete satisfaction.
●Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
●Received incoming calls and coordinated with staff to fulfill customer requests.
●Cultivated professional relationships with guests, improving customer retention through coordinated service.
●Arranged special accommodation for guests to enhance visitor experiences.
Reason for the gap – Relocated to Greenville, SC.
ASSOCIATE TEACHER •DCCAA
Jan 2018-June 2018
Hands-on Assistant Preschool Teacher dedicated to helping children learn fundamental developmental skills in a supportive nurturing environment. Adept at observing students while providing positive encouragement. Specialize in coordinating with the Lead Teacher to ensure a consistent approach to emotional social and practical learning.
Basic learning teaching.
Reason for the gap – Looking for employment.
Volunteer Experience or Leadership
Pee Dee Coalition •
Feb 2017- Nov 2017
Customer Service
Insuring victims with resources they may need. I also made follow up calls to continue showing the victim that advocates are still there to help.
Provides advocacy services to victims of domestic violence. Conducts intake interviews, develops, and initiate non-shelter service plans. One on one education sessions, hotline crisis calls and referrals to community resources maintains detailed case notes, and as needed after hours’ crisis response intervention.
EDUCATION AND TRAINING
High School Diploma
Darlington High School – May 2003
Associate June 2017 Florence Darlington tech
Human services w/ optional Early Childhood Education
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