Customer Service Call Center

Professional in Customer Service

Committed to excellence in sales, product knowledge, and customer satisfaction across various environments.

COMPETITIVE ADVANTAGES

Proficient problem-solver who thrives in fast-paced environments, including call centers and warehouses. Dynamic and energetic professional seeking an entry to mid-level role at a customer service company. Conscientious deliverer with five years of experience in customer service, solving customers’ issues, and increasing overall customer loyalty. Skilled “techie” with familiarity of support software to monitor the severity and propagation of customers complaints. Collaboratively driven team player with dedication to ensuring the entire customer service life cycle is addressed regularly and promptly. Experienced sales representative with troubleshooting, tech support, face-to face and telephonic customer care experience.

AREAS OF EXCELLENCE

90 wpm, 10-key proficient

Adaptability

Training

Microsoft Office 365

Follow-up and follow-through

Problem solving

Issue Resolution

Creative thinking

Streamlining Processes

SUMMARY

Over 5 years of experience operating in various collaborative environments and delivering first-class customer service.

Over five years of experience exercising various latitudes of independent judgments, with meticulous attention to detail and high focus on accuracy and efficiency.

Over two years of experience providing technical support in dynamic call center environments.

Over one year of experience training new team members

PROFESSIONAL ADVANTAGES

Contact Center Resolution Coordinator

Walmart June 2022 – present

Wednesday-Sunday 12:00 P.M. – 9:00 P.M. – 40 hours per week

Responsible for managing a high volume of incoming calls from customers, stores, and associates, while navigating multiple systems to aid in answering questions and resolving issues. Required to support and advise entry-level contact center resolution specialists by responding to escalated contacts; researching issues as necessary; and providing resolution. Expected to enhance engagement of and collect feedback from stores, associates, and high-impact customers by researching and communicating final decisions to customers.

•Gather and record customer satisfaction survey ratings.

•Ensure customer satisfaction.

•Meeting or exceed overall call center metrics on a continual basis.

•Support and advise entry-level contact center resolution specialists by responding to escalated contacts.

•Deescalate highly escalated and sensitive customer issues.

•Provide accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.

•Cross-train new team members when necessary and on an as-needed-basis.

•Maintain a center-wide customer satisfaction rating of 95% as corporate target.

Telephonic Sales Support and Account Regulator

Home Depot October 2021 - June 2022

Monday-Friday 8:00 A.M. – 5:00 P.M. – 40 hours per week

Responsible for providing leadership within designated sales territory of Alpharetta by driving sales growth and profitability through account relationships. Accountable to monitoring key performance indicators for assigned professional customers and for meeting/exceeding financial performance plan. Answerable for the review of pertinent customer satisfaction results to understand customer’s perspective and the ability to use the information to drive local decisions and strategies with the aim to improve competitive position.

•Properly direct inbound calls in phone queues to improve call flow.

•Make reasonable procedural exceptions to accommodate unusual customer requests.

•Participate in quarterly regional sales meetings.

•Drive incremental sales growth by cultivating business relationships.

•Establish effective partnerships with assigned customers by completing a minimum of 10 sales call appointments per week to maximize customer service.

•Develop effective relationships with all call center departments.

•Work collaboratively with upper management to ensure appropriate changes are made to improve overall customer satisfaction.

•Provide input to assist in selection and implementation of new telephony systems.

•Train new team members on various aspects of the job and provide coaching tips on how to achieve the target metrics week over week.

Warehouse Associate

Simos Insourcing Solutions November 2020 - October 2021

Tuesday-Saturday 2:30 P.M. – 11:00 P.M. – 40 hours per week

•Box merchandise

•Apply labels for identification.

•Itemize inventory according to code specification sheet.

•Operate pallet jacks safely.

•Utilize RF scan gun to scan merchandise into the warehouse inventory.

Team member

KFC/Taco Bell January 2019 – October 2020

Varying days 5:30 P.M. – 11:00 P.M. – 25-30 hours per week

•Make and prepare guest orders with accuracy and efficiency.

•Provide a top-notch guest experience that includes friendly interactions, hot & fresh meals, and a commitment to cleanliness.

•Contribute to the overall positive and collaborative family environment.

EDUCATION:

Bachelors, Psychology Clark Atlanta University September 2019 – May 2021

High School College Preparatory Chattahoochee High School August 2018 – May 2019

High School College Preparatory Lancaster High School August 2015 – May 2018

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