Call Center Representative
Resume:
PATRICK KEHRES
Charlotte, NC *****
704-***-**** - *******.******@*****.*** - WWW: Online Digital Resume PROFESSIONAL SUMMARY
Dedicated Call Center professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. SKILLS
Outstanding Communication Skills
Multitasking Abilities
Learning Proficiency
Persuasive Selling
Cultural Awareness
Active Listening
WORK HISTORY
Call Center Representative/Call Center Manager
Bank Of America/Countrywide – Pasadena, California (8 Years) Established and oversaw performance targets for call center associates. Developed quality employees within call center to take over leadership positions. Determined quality assurance benchmarks and set standards for improvement. Created clear and effective policies governing all aspects of employee work and interaction with customers.
Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Educated customers about billing, payment processing and support policies and procedures.
Call Center Representative/Manager, Sales and Customer Support Citibank, NA – Hatgatna, Guam (15 Years)
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Educated customers on company systems, form completion and access to services. Maintained accurate and current customer account data with manual forms processing and digital information updates.
Used consultative sales approach to understand customer needs and recommend relevant offerings.
Trained new personnel regarding company operations, policies and services. EDUCATION
Bachelor of Science: Marketing
University of Phoenix - Tempe, AZ
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