Home Agent Service
Resume:
Undriel Copeland *** Bailey St
Valley Al, *****
***********@*****.***
EXPERIENCE
Work From Home Agent
Global Call Center, Columbus, Ga —
January, 2017 to January 2018
● Answered live online chats to give quick answers and solve problems faster.
● Applied creative thinking to client questions and concerns absent from scenario-based response manuals.
● Troubleshoot and resolve online ordering issues and concerns to promote a seamless ordering process for customers.
● Assisted clients with product questions to facilitate online ordering process.
● Resolved customer complaints by determining the cause of the problem, selecting the best solution and expediting correction or adjustment.
Work From Home Customer Service Agent
Asurion, Nashville, Tn-
January 2018 - January 2020
● Monitored customer feedback and performance
indicators to identify areas for improvement.
● Developed and updated databases to handle customer data.
● Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving
problems swiftly.
● Investigated and resolved customer inquiries and complaints quickly.
● Exhibited high energy and professionalism when dealing with clients and staff.
● Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and
services and creating welcoming, positive experiences.
● Reduced process inconsistencies and effectively trained team members on best practices and protocols.
SKILLS
Customer Experience
Management
Fraud Prevention and
Detection
Step Instructions
Strong Telephone
Etiquette
Online Chat
Knowledge Base
Technical Support and
Assistance
Client Rapport-Building
Client Needs
Assessment
Livechat Messaging
Education
Lagrange High School 2016
● Worked closely with each customer to carefully resolve issues within a timely fashion.
Professional Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining
relationships with a diverse range of stakeholders in dynamic, fast-paced settings. Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
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