Support Representative Call Center

Objective: To secure a high volume call center or customer service position where I can utilize my excellent communication, organizational, and problem-solving skills to provide exceptional service to customers and contribute to the success of the organization

Experience:

Customer Resolutions Representative

METIS Solutions, Tampa Fl July 2017 –

Responded to a high volume of customer inquiries via phone, email, and chat, consistently meeting or exceeding performance metrics for customer satisfaction, call quality, and first call resolution.

Demonstrated expertise in the company's products and services, resolving complex customer issues and providing accurate information on billing, payments, and account management.

Collaborated with cross-functional teams to identify and implement process improvements, resulting in a 20% reduction in customer wait time and a 15% increase in customer satisfaction ratings.

Maintained detailed records of customer interactions and feedback, providing regular reports to management on trends and opportunities for improvement

Client Relations and Service Support Representative

Helios Global Inc, Tampa Fl July 2012 – 2017

Handled a high volume of inbound calls, providing excellent service to customers while maintaining a fast pace and high call volume.

Demonstrated strong problem-solving skills, resolving customer issues quickly and effectively while maintaining a positive attitude and a high level of professionalism.

Worked collaboratively with other call center agents and team members to improve processes and increase efficiency, resulting in a 10% increase in overall call center performance metrics.

Maintained accurate records of customer interactions and feedback, providing regular reports to management on trends and opportunities for improvement

Skills:

Excellent communication skills, both written and verbal Strong problem-solving and critical thinking abilities

Ability to work well under pressure and in a fast-paced environment

Proficient in Microsoft Office and other computer applications

Strong organizational and time management skills

Ability to work collaboratively with cross-functional teams

Education:

4 year-Business Administration degree

2 year-Electronic Technologies degree

United States Air Force Veteran

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