Home Agent Center Representative
Resume:
Sydney Grant
PROFESSIONAL SUMMARY
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Lafayette, Louisiana 70507
**************@*****.***
EXPERIENCE
Five Below ( April 2018-August 2022)— Customer Experience Manager
●Proactively increase customer satisfaction and loyalty,through ensuring interactions meet customer needs
●Oversee the hiring, orienting and training of an organization’s customer experience team
●Define and implement standards/procedures for ensuring optimal customer experience
●Supervise the activities of the customer experience team to ensure their interaction with customers reflect positively on the company
● Reviewing and pulling insights from analytics and data
●Drive customer retention, reduce churn, and increase customer satisfaction
●Develop listening points in the customer journey, define, segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
●Test new strategies for driving customer values
●Implementing change that anticipates and addresses customer questions, need, and complaints
●Gathers and interprets data on customer satisfaction
Work at Home Agent ( May 2019- ) - Call Center Representative
●Properly directed inbound calls in phone queue to improve call flow
●Made reasonable procedure exceptions to accommodate unusual customer requests
●Provided accurate and appropriate information in response to customer inquiries
●Collected customer feedback and make process changes to exceed customer satisfaction goals
●Built customer loyalty by placing follow-up for customer who had concerns
●Facisated information flow between customer service, account management operations, quality assurance, training, and payroll departments to guarantee call center objectives were met
EDUCATION
Channelview High School, Channelview, Tx — High School Diploma .
Unitech Training Academy, Lafayette, La - Dental Assistant
SKILLS
●Call Center Customer Service
●Customer Data Confidentiality
●Account Management
●Call Documentation
●POS Systems and Ordering Platforms
●MS Office
●Technology
●Organizational
●Event Management
●Online Chat
●Planning?time Management
●Problem Solving
●Leadership
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