Customer Service Call Center

Terriyana Mcwilliams

334-***-**** ********************@*****.*** Selma, AL 36703

PROFESSIONAL SUMMARY

Customer service professional with extensive experience in inbound customer service, complaint handling, and call center operations. Skilled in managing workload effectively by prioritizing tasks according to urgency and importance. Proficient in computerized systems for tracking, information gathering, and troubleshooting. Demonstrated ability to develop customer service strategies to improve customer satisfaction ratings. Exceptional communication and problem- solving skills with a strong focus on achieving first call resolution. SKILLS

Customer Service Inbound Customer Service Appointment Scheduling Call center experience Customer Relations Payment Processing Data Entry Custom order management First Call resolution Complaint Handling Customer Relationship Management Call logging Computer Skills Attention to Detail Problem-solving abilities Multitasking Abilities Work Prioritization Multitasking Customer service excellence Excellent Communication Complaint resolution Teamwork and Collaboration Reliability

EXPERIENCE

CUSTOMER CARE REPRESENTATIVE

ASK ( Remote ), May 2024-Present

• Demonstrated strong communication skills to interact with customers via phone, email and online chat.

• Provided excellent customer service, resolving inquiries and complaints in a timely manner.

• Managed workload effectively by prioritizing tasks according to urgency or importance.

• Used computerized systems for tracking, information gathering, and troubleshooting.

• Provided external and internal customers with requested information.

• Built customer loyalty by placing follow-up calls for customers reporting concerns or complaints.

• Maintained confidentiality of customer records at all times in accordance with company policies.

• Assisted customers in navigating webpages, locating products or services, or completing transactions.

• Performed administrative tasks such as preparing documents, entering data into the system. Developed positive relationships with customers by providing accurate information and responding promptly to requests.

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• Facilitated superior customer experience by addressing customer concerns and immediately resolving problems.

• Collaborated with other departments to resolve escalated cases efficiently.

• Tracked progress of cases using internal software programs and databases.

• Compiled detailed reports on customer feedback, trends, and suggestions for improvement.

• Analyzed data from customer feedback surveys to develop strategies for improved service delivery.

• Attended training sessions regularly to stay abreast of changes in processes or regulations.

• Developed customer service strategies to improve customer satisfaction ratings.

• Provided guidance on account management, payment processing, order tracking, return policy. EDUCATION

HIGH SCHOOL DIPLOMA, Plantersville, AL

Dallas County High School, May 2024

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