Call Center Customer Service

LARESA WALKER

Jonesboro, AZ ***** • 870-***-**** • ********@*****.***

Professional Summary

Very dependable and have been in customer service for over 10 years in a fast paced, team based, or call center environment.

Able to maintain professionalism in any situation. Highly motivated, energetic, and self determined.

Resourceful with genuine interest in ensuring office operations and procedures are managed in a practical manner.

Focused on providing exceptional clerical support to ensure a well managed work area. Productive person hoping to excel in a productivity driven environment. Have excellent organization abilities.

Strive on excellence, dedication and determination are greater assets. Eager and always ready and willing to assist fellow employees with job tasks. Handle various duties and assignments.

Accustomed to multitasking and working quickly to meet challenging demands. Considered hardworking and reliable with great interpersonal skills. Skills

Microsoft Office Creative Thinking

Punctual and Reliable Group leadership

Verbal and written communication skills Interpersonal Relationship Flexible and have strong determination Conflict Resolution Word Processing Updating Customer Accounts

Pleasant Telephone Demeanor Documentation and Recordkeeping Work History

After-School Care, 09/2023 to Current

Self Employed – Jonesboro, AR

Encouraged children's emotional and social development. Introduced children to educational games and activities to boost learning. Implemented daily routines and activities to stimulate and engage children. Read stories, sang songs and facilitated creative play. Created welcoming environment that promoted socialization and peer interaction among students. Provided support and guidance to children in conflict resolution. Managed approximately 10 children daily

Shop Office, 01/2017 to 11/2023

Hytrol Conveyor Company – Jonesboro, AR

Established quota goals and evaluated key performance indicators related to profitability, efficiency and revenue.

Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Problem solved internal and external customer complaints Distributed shop orders and plans throughout facility to maintain timely and accurate orders Answer and sent emails

Transferred calls

Find solutions to ongoing problems

Managed automotive system and associated software to maintain accuracy and completeness of service invoicing.

Guided team members to maintain high productivity and performance metrics. Managed over 75 emails daily

TRAINER, 08/2015 to 09/2017

Teletech/United Healthcare – Sherwood, AR

FACILITATED training programs for call center employees Provided equipment and proper script training

Trained staff on HIPPA privacy laws

Educated team members in utilization of new systems for improving training processes and procedures

Ability to collaborate with team members and teach new concepts in effective manner Ability to analyze requirements and design key solutions that meet customer goals Can be versatile and multitask beyond expectations Mentored learners in basics of Medicare, certifications, and enrollment process Planned, scheduled, and managed training classes

Prepared PowerPoints, simulated practices, and hands on demonstrations Customer Service Collections Representative, 05/2008 to 06/2013 SYKES – Conway, AR

Exceeded performance metrics consistently, contributing to overall team success in meeting or surpassing targets.

Scheduled appoints and explained benefits, contracts, and refinance options Directed calls to appropriate individuals and departments Asked open end question to assess customer needs

Averaged 50-75 calls per day addressing customer inquires and complaints in timely and empathetic manner

Troubleshoot problems

Respond to emails

Kept records of all conversations in our call center database Attend educational seminars to improve knowledge and performance levels Met Qualitative and Quantitative targets

Education

No Degree: Accounting And Business Management

PCCUA - Helena, AR

High School Diploma: 05/1995

Marvell High School - Marvell, AR

Honor Roll

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