Call Center Customer Service
Resume:
Jacksonville, NC
***********@*****.***
JORDAN, JOY
OBJECTIVE Motivated individual with over a decade of customer oriented service. Exceptional attention to detail is the only way to provide each customer with personalized care. Excels in interpersonal communication skills, active listening, conflict resolution, and resiliency. Well versed in all facets of Customer Service Management; hiring, training, mentoring, counseling and professional development. Extremely knowledgeable in customer care policies and procedures.
SKILLS & ABILITIES Multi-line phone operation and troubleshooting, Call Center Operations, Workflow management, Marketing, Customer persuasion, Customer interaction expert, Infectious personality, Expert problem solver, Coaching and mentoring skills, Excellent at building new relationships. EXPERIENCE TRAVEL RES AGENT TOPAZ SERVICES
2020- June 2024
-Responsible for booking, sales, and administrative duties and handling a heavy flow of inbound and outbound calls and emails.
-Managed customer calls effectively and efficiently in a complex, fast paced and challenging call center environment.
-Accurately documented, researched and resolved customer service issues.
-Gathered and verified all required customer information for tracking purposes.
-Prepared various reports for senior management and clients. Initiated operational improvements and created an employee incentive program to boost overall call center productivity.
OWNER/GRAPHIC DESIGNER OF JOYFUL CREATIONS & FOTOGRAFIA 2005 - Current
-Small business owner
-Professional business cards, portraits, promo/bio kits, CD covers, brochures and more.
-I’ve completed photo shoots for individual use, movie writers/producers, promotional use, and charitable events.
Samples and references available upon request.
TRAINING MANAGER/QA SUPERVISOR AT XZILERATING CONNEXIONS CALL CENTER 2008 - 2010
-Managed customer calls effectively and efficiently in a complex, fast paced and challenging call center environment.
-Accurately documented, researched and resolved customer service issues.
-Gathered and verified all required customer information for tracking purposes.
-Prepared various reports for senior management and clients. Initiated operational improvements and created an employee incentive program to boost overall call center productivity.
-Tracked the performance for the entire operations team for Xzilerating Connexions headquarters, while directing a team of floor managers and team leads. LEAD AGENT/ TRAINING MANAGER AT NEXXLINX SALES & MARKETING 2004 - 2007
-Flawlessly managed over 500 inbound and outbound customer calls each day.
-Addressed and resolved 30-40 customer product complaints empathetically and professionally.
-Chosen over my peers several times a day, for my professionalism and knowledge, to defuse volatile customer situations.
-Improved call center functionality and service capacity by resolving customer complaints in an effective and timely manner.
-After being promoted to lead agent/training manager, I was in charge of the upkeep of the company’s bulletin boards, company photos, and I started the company’s first newsletter in 2006.
EDUCATION BACHELORS PROGRAM IN MEDIA COMMUNICATION – FULL SAIL UNIVERSITY
(CURRENTLY ATTENDING)
DIPLOMA IN BUSINESS MANAGEMENT- ELC ONLINE (GRADUATED JANUARY 24,2023) BUSINESS ADMIN COURSE – COASTAL CAROLIN COMMUNITY COLLEGE (1991-1993) HIGH SCHOOL DIPLOMA – SWANSBORO HIGH SCHOOL (JUNE 1991) COMMUNICATION Hosted multiple training meetings, and board meetings. Trained well over 100 employees in call center operations, customer care, marketing, and sales.
LEADERSHIP I was presented with the “RightSkill CareerBuilder”, Certificate of Achievement, for the highest grades, in the “Essentials of Customer Service” course given by Capella Learning Solutions. REFERENCES REFERENCES AVAILABLE UPON REQUEST
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