Support Agent Call Center

Andrea Carter

*** *** **** ***** **** Wentworth, Georgia 31407 C 229-***-**** ************@*****.***

PROFILE

** + years of experience. customer-oriented and ability to work in team with over extensive background in handling various responsibilities, and strong knowledge about delivering the best to customers, recently

Relocated, flexible and adept at managing stressful situations with composure and leading teams.

PROFICIENCIES

Leadership

New Hirer Trainer

Microsoft Office Suite

Problem Solver

Adobe Creative Suite

Attention to detail

EXPERIENCE

Teleperformance 2016- 2022

Floor Support Supervisor

Overseeing the call center floor, and monitoring the call handle time, Mentoring and coaching the support that helps the inbound agents with troubleshooting, bill reviews, and sales incentives, Listen to calls for quality assurance reasons. Also trained on Direct TV, and Wireless selling.

Teleperformance 2012-2016

Trainer

Training new hire agents to take inbound customer service calls, educating them on tool usage, to effectively resolve the customers' issues and answer billing and troubleshooting questions, for AT&T Mobility.

Teleperformance 2009-2012

Production Supervisor

Coaching, training, and mentoring technical support agents on the process flows to actively listen and resolve AT&T customer's issue on a first call resolution, relating to Mobility; Assist with scheduling, time adjustments, and leading team quality assurance meetings. Listen to customer requests.

Teleperformance 2007-2009

Post Call Survey

Specialist and Change Champion. Used database spreadsheet software to enter, revise, extract, sort or calculate data for various types of reports; used graphic software to provide briefing charts. Listened to failed survey calls, to determine the reasons. Provide information to upper management. Provide new or changed information, rules, and policies, to production teams, in real time.

Teleperformance 2006-2008

Quality Analyst-Quality Analyst

Coaching, training, and mentoring technical support agents on the process flows to actively listen and resolve AT&T customer's issue on a first call resolution, relating to DSL. Educating the technical support agent to be a critical thinker and customer focused, while building technical and professional knowledge, during basic troubleshooting. Recruit agents.

EDUCATION

Albany Technical College, Albany, Georgia;

Diploma in Marketing and Management 2001

Albany State University, Albany, Georgia;

Bachelor in Recreation Management Received 2003

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