Retention Specialist Quality Analyst
Resume:
Yvonne Sheffield
Killeen, TX
********@*****.***
Enthusiastic Customer Service Agent eager to contribute to team success. Available to work any shift, including holidays. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients.
Authorized to work in the US for any employer
Work Experience
Home Health Care Aide
Mr. Jesse Benjamin - Killeen, TX
November 2019 to Present
Interacted kindly with patients and families and displayed a positive, outgoing attitude, resulting in the establishment of long-term, professional relationships.
Call Center Customer Service Representative
Spherion Staffing - Temple, TX
November 2017 to November 2019
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Documented and detailed calls and complaints using the call center's CRM database. • Worked in call centers who needed to use staffing resources Call Center Supervisor
Nexxlinx, Inc - Austin, TX
March 2015 to October 2015
• Supervised 12 CSR's in providing excellent customer service to callers requiring assistance for billing and cable issues.
• Established and updated work schedules to account for changing staff levels and expected workloads. • Assessed personnel performance and implemented incentives and team-building events to boost morale. Call Center Quality Analyst
Nexxlinx, Inc - Austin, TX
September 2014 to March 2015
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Increased efficiency and performance by monitoring team member productivity and providing feedback. Customer Service Retention Specialist
Nexxlinx, Inc - Austin, TX
March 2014 to September 2014
• Assessed caller accounts to determine accuracy, identify service needs, and resolve issues. • Handled over 75 calls per shift signing up new customers, retrieving customer data, presenting relevant product information, and canceling services.
• Delivered exceptional customer service to existing and prospective customers by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Education
Associate of Arts in General Studies
Central Texas College - Killeen, TX
Skills
• MS Office (10+ years)
• Supervisory experience (2 years)
• Relationship development (10+ years)
• Type 55 wpm (10+ years)
• Team player (10+ years)
• First Aid/CPR (1 year)
• Problem resolution (10+ years)
• Leadership skills (10+ years)
• Work from home experience (2 years)
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