Center Representative Customer Support
Resume:
Rhonda Williams
Columbia, SC 29203
**.***********@*****.***
Summary:
Friendly call center agent seeking to use proven skills in problem solving and communication to provide expert service. Employs elevated listening skills to soothe customer irritations, resulting in high customer satisfaction and accuracy scores above 90%. Adept in computer database programs and processing large amounts of call data. 25+ years customer service knowledge. With 20 years of management knowledge.
Skills:
Call Center Operations Telephone Customer Support Internet Research
Problem Resolution Transaction Management Consumer Support
Data Entry Call Handling (inbound/outbound) Microsoft Office
Machine Operator Packer Picker Shipping Inventory Forklift Certified
Supervisor Blueprint Payroll
Experience:
Maryland Division of Unemployment Customer Service Senior Analyst May 2021-Present
Handles constant telephone calls and taking personal information over the phone
Supervise a customer support team.
Customer support to resolve complaints, answer questions, and develop programs for improving team performance and driving organizational goals.
Provide functional, technical and/or administrative support to resolve customer problems and queries, including self-serve customer base.
Log customer requests, troubleshooting efforts and information to ensure proper documentation.
Monitor and track incidents to ensure resolution occurs within the customer Service Level Agreement.
Colorado Division of Unemployment Call Center Representative March 2021-May2021
Handles constant telephone calls and taking personal information over the phone
Customer support to resolve complaints and answer questions.
Support customers by providing helpful information, answering questions, and responding to complaints.
Pay attention to detail and patience and the ability to remain calm in stressful situations.
Continuum Call Center Call Center Representative April 2020-April 2021
•Actively listen to customers to understand their concerns pertaining to billing, coverage, and technical support.
•Provides information about current plans and upcoming promotions.
•Identifies solutions to ensure customer satisfaction.
•Navigates through multiple computer applications with speed and accuracy.
Palmetto State Armory QC Specialist August 2017-April 2020
Performed incoming inspections of materials to ensure Federal regulation compliance.
Provided in-process inspections, monitoring and testing prior to shipment release.
Recorded and maintained logs of inventory.
Amazon Fulfillment Associate Trainer November 2013 – August 2017
•Ensured Associate safety measures.
•Inspected orders for accuracy by carefully reviewing product, containers, and labels.
•Served as a resource to help solve specific problems and take the appropriate steps to resolve.
Education:
Strayer University
Bachelors: Business Administration
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