Customer Service Call Center

LORETTA COPELAND

Jacksonville, FL 904-***-**** *************@*****.***

Highly motivated professional experienced working in a fast-paced environment demanding strong organizational skills. Motivated by internal standards of excellence to overachieve and exceed all set goals.

EXPERIENCE

DEC 2023-PRESENT SEASONAL

TECHNICAL CUSTOMER SERVICE AGENT-FOUNDEVER

Assisted Lacerte client base with tax return services assistance ● Worked to troubleshoot system errors ● Assisted with resolving tax input information ●Collaborated with clients to install, maintain, and update software

AUG 2021-MAY2023

CUSTOMER SERVICE SPECIALIST-QVC

Assisted customers with purchases in a call center ● Used knowledge of over 15 catalog companies to explain products and convert to a sale ● Administrative duties as needed ● Worked well with a diverse group in the call center

NOV 2019-JAN 2020

CUSTOMER SERVICE SPECIALIST-STATE OF FLORIDA

Maintained/Updated retirees benefits and accounts ● Resolved customer questions about account payouts ● Administrative duties as needed ● Maintained knowledge and functions of retirees’ distributions

EDUCATION

JUNE 1990

BACHELOR OF SCIENCE IN BIOLOGY, ALABAMA STATE UNIVERSITY

● Dean’s List ● Full Academic Scholarship

SKILLS

AWARDS

Effective communicator oral and written

Conflict resolution and active listening abilities

Flexibility/Adaptability

Cross trained successfully across multiple platforms

Extremely organized professional with problem solving abilities

Met and exceeded KPI expectations

Was successful upselling customer products and ranked high in team metrics

Consistently placed high in AHT expectations

Received several customer service continuing education upgrades

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