Makayla Taylor

Overland Park, KS ***** 816-***-**** adwvpu@r.postjobfree.com

Summary

Productive Call Center Representative with 3-5 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Flexible Customer Service Representative offering years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Personable, friendly and solution-oriented with over years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction. Hardworking accustomed to fast-paced call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in standards and best practices.

Skills

Call Center Operations

Customer Retention Strategies

Building Customer Trust and Loyalty

CRM Software

Issue and Complaint Resolution

Data Entry and Maintenance

Responding to Difficult Customers

Multitasking and Prioritization

Needs Assessment

Customer Account Management

De-escalation Techniques

Creative Problem Solving

Call Documentation

Verbal and Written Communication

Transaction Processing

Understanding Customer Needs

Calm and Professional Under Pressure

Order and Refund Processing

Customer Data Confidentiality

Customer Service

Data Entry

Experience

CALL CENTER REPRESENTATIVE 11/2019 - 02/2022

Spectrum - Kansas City, MO

Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Met or exceeded call speed, accuracy and volume benchmarks on consistent basis. Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.

Managed high-volume of inbound and outbound customer calls. Educated customers on special pricing opportunities and company offerings. Asked probing questions to determine service needs and accurately input information into electronic systems. Completed high volume of outbound calls per day with above-average conversion rate. Reviewed account and service histories to identify trends and issues. Consulted with customers to determine best methods to resolve service and billing issues. Maintained strong call control and quickly worked through scripts to address problems. CALL CENTER REPRESENTATIVE 01/2018 - 10/2019

DST Pharmacy Solutions - Kansas City, MO

Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Managed customer expectations by clarifying needs, identifying options and recommending products and services. Documented conversations with customers to track requests, problems and solutions. Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Handled escalated customer service concerns to preserve revenue streams from key customers. Managed high-volume of inbound and outbound customer calls. Maintained strong call control and quickly worked through scripts to address problems. PORTER 02/2016 - 01/2018

Kci Airport - Kansas City, MO

Maintained clean and tidy appearance in guest areas, such as reception, waiting areas and hallways. Sanitized frequented areas and equipment using approved supplies. Performed basic maintenance and cleaning.

Demonstrated dedication and work ethic through consistent attendance and top-level performance. Removed trash from all rooms and placed garbage and recycling receptacles in approved areas for trash pickup. HOSTESS 01/2014 - 12/2015

Applebee's Neighborhood Grill & Bar - Kansas City, KS Greeted guests and gathered information to seat groups or place on waitlist. Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests. Escorted guests to seating area, furnished menus and highlighted daily specials. Monitored dining area to assess server capacity and estimate wait times. Greeted customers, answered questions and recommended specials, wine and desserts to increase profits. Education and Training

Excelsior Springs High School - Excelsior Springs, MO High School Diploma 03/2013