Center Representative Call

PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

LA "

GHE

L

*** **** ****** *********, *********, Tx 76063, 682-***-****, *************@*****.*** Hardworking Call Center Representative with excellent customer service skills and advanced conflict-resolution prowess. Quality-driven and reliable with relationship-building strengths honed over 10 years in customer- centric roles. Maintains detailed and accurate records and complies with established policies and scripts. Call logging Caller accomodations Appointment scheduling Call control Complaint investigation Inbound call management Scheduling Written communication Social perceptiveness Google Drive Microsoft Word Task prioritization

Call Center Representative June 2016 - December 2021 ACCENTURE /MARYLAND DEPARTMENT of UNEMPLOYMENT

MANSFIELD, TX

I worked as a call center representative in the sales-force Department of Maryland Department of unemployment answering inbound call in resolving claimants concerns. Helped clients coordinate and prepare for upcoming appointments. Accepted and processed applications for new claimant through both inbound and outbound calls Answered 100-30 calls on an (8)hr shift.

Resolved issues based on thorough investigations of concerns. Met inbound customer needs while maintaining strict performance targets. Customer Service Representative March 2016 - May 2016 CITIZENS BANK PROVIDENCE, RI

Handled customer inquiries, billing questions, payments, and service requests. Answered numerous inbound calls each day to handle various concerns, set appointments, and close sales. Discussed promotions and special offers to customers to increase sales. Managed customer calls efficiently in fast-paced call center environment. Enhanced customer satisfaction with fast, knowledgeable service. Anticipated needs and resolved problems to keep customers happy. Resolved issues based on thorough investigations of concerns. Met inbound customer needs while maintaining strict performance targets. Call Center Customer Service Representative February 2010 - March 2015 DIAOLOG DIRECT FORTHWORTH, TX

Fielded high-volume calls and answered inquiries, updated accounts, and resolved concerns. G

EDUCATION

Updated CRM system with new call information and details of interactions for future reference. Instilled calm in customers, managing escalations and transfers with utmost professionalism. Improved job knowledge with continuous training and expert use of available knowledge bases. Employed empathetic approach to maximize opportunity, build rapport with customers, and actively listen to needs.

Resolved customer grievances consistently, collaborating with team members to achieve creative solutions. Met inbound customer needs while maintaining strict performance targets. Referred unresolved customer grievances to designated departments for further investigation. Bachelors April 2000

Law School, MANSFIELD, TX

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