Customer Service Representative

Mercedees Graham

*****************@******.*** 214-***-**** Terrell, TX

SUMMARY

Seasoned Customer Service professional with 3 years of experience in fast-paced environments. Skilled in de-escalation, problem-solving, and providing actionable feedback; demonstrated leadership as Team Lead. Actively seeking a Customer Service role to leverage expertise in client engagement and team management. WORK EXPERIENCE

Teleperformance

Customer Service Representative Oct 2022 - Apr 2023

• Addressed and resolved customer inquiries across multiple channels including phone, email, chat, and social media, ensuring a consistent and professional service experience.

• Managed the escalation process for complex issues, providing resolution in a calm and effective manner while adhering to company policies.

• Documented interaction details for audit and reporting purposes, and contributed to team feedback aimed at improving call handling procedures.

The CMI Group

Team Lead Jan 2021 - Apr 2022

• Led a team in daily activities, ensuring skill enhancement and effective management of operational functions.

• Conducted call quality assessments, ensuring compliance and productivity, and offered constructive feedback to agents for continuous improvement.

• Facilitated performance evaluations and provided targeted coaching to agents, reinforcing key performance metrics and attendance expectations.

Customer Service Representative Jun 2019 - Jan 2021

• Provided comprehensive customer service through various communication channels, ensuring effective resolution of inquiries ranging from product selection to issue resolution.

• Conducted in-depth research to identify and implement appropriate solutions, demonstrating proactive follow-up to achieve contact resolution.

• Maintained a high standard of customer care by employing active listening and empathy, while fostering a culture of continuous learning and open-mindedness.

EDUCATION

Ford High School

Honor Roll

Perfect Attendance Awards

High GPA

Quinlan .Tx

May 2019

SKILLS

Communication • Customer Service • Software • Leadership • Active Listening • Hard Worker • Determined • Fast Learner • Adaptable • Microsoft • WPM 45 • Data Entry • Training • Organization • Money Management

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