Service Representative Call Center

TW

TRACY WHITE

**********@*****.*** +1-347-***-**** Warner Robins, GA 31093

Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Skilled CSR Analyst supervisor knowledgeable about monitoring metrics and maximizing team success in fast-paced settings. Performance- and quality-driven with 10 years of experience. Natural leadership talent with motivational approach.

Knowledge of KPI

Team Management and Supervision

Complex Problem Solving

Ability to type 50+ wpm

Customer Service

Multitasking and Organization

Excellent organizational skills

Handling Customer Complaints

Time Management

Report Preparation and Analysis

Computer literate - general working knowledge of

Microsoft Word and Excel

Phone and Email Etiquette

Detail oriented

Data Analysis and Modeling

Wipro - Georgia

Customer Service Call Center Supervisor

10/2020 - 03/2023

Assisting agents with system issues and other work related areas Training new hires how to navigate the system

Coaching agents on their KPI's

Interacting with HR on various issues from employee disciplinary actions, Make sure agents comply with company policies and procedures Contribute to the setting of goals and targets for the call center as a whole Prepare reports for upper management

Conducting one on ones with my agents

Coaching agents on being empathetic, polite, professional and Charismatic to the client

Experienced with the following systems: NICE IEX, Genesys, Citrix, CCC, ADP, Cost Point

Taking escalated calls and wellness calls

Experienced with working with Hippa: PHI and PII

Astoria Bank

Receptionist

11/2016 - 04/2019

Met and greeted visitors and directed visitors to proper departments Answered high volume of incoming phone calls and took accurate messages,

Monitored logbook and issued visitor badges

Entered visitor information into database.

Laurel Hill Advisory Group

Customer Service Representative

04/2014 - 09/2016

High volume of inbound calls

Assisted customers with inquiries on their accounts, and resolved customer issues in a timely matter.

Summary

Skills

Experience

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Developed strong customer relationships to encourage repeat business. Set up and activated customer accounts.

MedSave USA Inc

Customer Service Representative

03/2013 - 02/2014

Outbound call center making over a hundred outbound calls to collect medical records

Entered patient information into database

Assisted with general office duties such as filing, faxing, and copying of medical records

Cypress Hills Collegiate Preparatory School Brooklyn, NY High School Equivalency Diploma

09/2021

Education and Training

Contact this candidate