Customer Service Call Center

Alicia Gregory

Lawrenceville GA *****

****************@*****.***

Customer Service Trainer and Rep with 15+ years of experience assisting with and fulfilling organization training needs and requirements. A proven track record of using my excellent personal, communication and organization skills to lead and improve customer service and training departments, recruit excellent personnel, and improve department efficiencies. Team player with excellent communication skills, high quality of work, driven and highly self-motivated. Strong negotiating skills and business acumen and able to work independently.

• Team player • Excellent time management skills • Conflict Management •Data analytics

Experience

Nspire Outreach Call Center

TEAM LEAD, OUTBOUND CALL CENTER 2020- CURRENT

• Manage call center representatives ensuring quality interaction with donors.

• Create call area code lists for outbound calls.

• Balance work schedules for 40 representatives analyzing peak times pertaining to coverage.

• Worked as part of a team to achieve individual and team results.

Regions Financial Bank

OJT TRAINER/QUALITY REPRESENTATIVE 2011-2017

• Opened and funded new accounts for customers via phone and internet channels.

• Provided excellent customer service and provided answers to client questions within set standards.

• Achieved or exceeds performance targets monthly for quality assurance and efficiency.

• Utilized inbound/outbound telephone techniques to solidify and build client relationships.

• Completed all required documentation to process customer transactions.

• Followed through on customer inquiries, requests, or complaints.

• Worked with either close supervision or under clearly defined procedures.

T-Mobile Business Direct

QUALITY REPRESENTATIVE 2005-2010

• Gave proficient product knowledge about mobile devices and/or technology.

• Exercised judgment in identifying and implementing solutions to customer concerns and inquiries with supervision and guidance from managers.

• Completed training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency on company values, organizational requirements, and competencies needed for the Expert roles.

• Responsible for other duties/projects as assigned by business management as needed.

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