Customer Service Rep

Mariah Hailey

**************@*****.*** 623-***-**** Arlington, VA

SUMMARY

Seeking Customer Service Rep role with 14 years of experience in customer service and quality analysis. Skilled in conflict resolution, performance improvement, and efficient time management. Proven track record in achieving sales targets and handling high-volume customer interactions. WORK EXPERIENCE

Harris Teeter Alexandria, VA

Assistant Manager Nov 2023 - Present

• Oversee associate training and performance management to ensure effective conflict resolution.

• Ensure inventory accuracy and proper equipment maintenance following company protocols.

• Achieve and maintain sales targets through adherence to performance standards and efficient time management. Teleperformance

Quality Analyst Nov 2022 - Dec 2023

• Conducted detailed quality assessments of customer service interactions to maintain compliance with company standards.

• Analyzed performance data using reporting tools to provide insights into quality across different organizational levels.

• Coordinated with leadership in monthly calibration sessions to unify scoring approaches and developed strategies for performance improvement based on audit findings. Customer Service Representative Nov 2020 - Nov 2022

• Achieved goals for Average Handling Time (AHT) per call, ensuring efficiency in a high volume environment.

• Enhanced revenue by upselling OnStar subscriptions to customers, contributing to sales quotas.

• Resolved a variety of escalated technical issues for members, businesses, and dealers, demonstrating versatility and problem-solving skills.

• Managed to operate complex internet and software platforms while delivering consistent high-level customer service within prescribed time limits.

McDonald's Arlington, VA

Crew Manager Aug 2010 - Nov 2022

• Managed staff training and performed performance evaluations to support team growth and maintain high-quality customer service.

• Administered inventory management, ensuring accurate tracking of food supplies and equipment for operational efficiency.

• Supervised budget and payroll processes to ensure compliance with financial protocols and contribute to cost-effective operations.

SKILLS

Strong Knowledge of MS Office and Excel • Remarkable Interpersonal Skills • Communication Skills • Time Management Skills • Ability to Multitask • Problem-Solving Skills • Ability to Work in Stressful Situations • Exceptional Ability to Maintain a Positive Attitude • Handle Conflict and Confrontation • Communication • Active Listening • Problem Solving • Audits

Contact this candidate