Customer Service Call Center

Takiyah West

Silver Spring, MD *************@*****.*** 717-***-****

OBJECTIVE

Organized and dedicated operations professional with 3+ years of administrative and customer service experience in fast paced environments. Offering keen attention to detail and superb calendar management skills to manage multiple concurrent tasks. Self- motivated work ethic with ability to perform effectively in independent or team environments. CORE SKILLS AND COMPETENCIES

Calendar Management Flexibility Point-of-Sale System

Client Relations

Data Management

Excellent Verbal and

Written Communication

Google Workspace

Leadership

Microsoft Office Suite (Excel, Outlook, Word,

PowerPoint, Access)

Process Improvement

Superb Customer Service

Time Management

PROFESSIONAL EXPERIENCE

TruGreen, Call Center Customer Service Representative February 2024-May 2024 Gaithersburg, MD.

Answered incoming calls regarding customers phone bills, orders, complaints, and troubleshooting problems with their products or services.

Conducted 50+ outbound calls daily and fielded over 100+ inbound inquiries per day from customers interested in our products or services.

Kept records of all conversations in our call center database in a comprehensive way.

Mentored, trained, and coached new or less experienced call center customer service representatives while conducting daily quality assurance checks.

Provided customers with suggestions on technical issues to reduce the frequency of callbacks.

Provided superb customer service resulting in a 91% customer satisfaction rate.

Resolved customer complaints within 24 hours, reducing the likelihood of negative reviews by 48%. Jersey Mike’s Subs, Shift Leader March 2022- January 2024 Gaithersburg, MD.

Labeled, stored, and recorded food correctly to adhere to food hygiene standards and maintain brand reputation.

Lead team in food preparation to ensure that food safety and operations standards are maintained.

Listened to 200+customer requests to prepare personalized sandwiches and orders.

Managed 50+ customer complaints and escalated issues to the manager if needed.

Performed paperwork duties and assists with product orders and inventory as needed. Rainbow Shops, Lead Sales Associate June 2019- October 2020 Harrisburg, PA.

Answered questions about current promotions and resolved issues according to store policies.

Engaged positively with each customer, providing professional and polite support for sales and service needs.

Improved operational efficiencies while managing customer requests, store inventory, transactions, new purchase orders and pricing needs.

Processed customer transactions which included counting cash, making change, and storing coupons using POS system.

Restocked shelves, racks, and bins with latest merchandise and changed signage to promote special items. EDUCATION

Susquehanna Township Senior High School, Harrisburg P.A. Graduation: June 2016

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