DAVIES HAPPINESS

DALLAS, TX *****

214-***-****

adyilb@r.postjobfree.com

PROFESSIONAL SKILLS SUMMARY

Proficient in ECS Software, Salesforce, Five9, MS Office, NetExtender, MXIE, ZAC, SPARSUS, SAP, Outlook, Microsoft Teams, Zoom. Etc.

Ability to effectively communicate, verbally and in writing.

Functions within a team-based environment and actively participates in achieving team goals.

Ability to Work with Little or no Supervision.

Outstanding customer service skills.

Complaint resolution.

Solid computer, grammar and multi-tasking skills.

Ability to work comfortably in a fast-paced, high-volume call center environment.

Professional telephone etiquette.

Ability to analyze information and develop recommendations to present to management.

Ability to work in a team environment; assertive, persuasive and diplomatic.

Computer skills within a Windows environment, MS Office and MAPI.

Multitasking skills.

Work Experience

Call Center Representative

Dillards Dallas Tx

June 2022- June 2023

Worked directly with different chains of businesses associated with the company and relate issues regarding products being delivered to them.

Responds to a high volume of inbound calls from customers.

Processes claims.

Resolves customer claim issues within prescribed guidelines for the purpose of meeting contract requirements.

Works extended hours (if needed) during the peak season to accommodate the higher call volume in order to maintain service excellence standards.

Provides personalized customer service of the highest level by establishing rapport and presenting a positive and friendly attitude.

Adheres to call audit guidelines and principles to achieve operational expectations specific to “Average Speed to Answer”, “Availability”, “Call Quality” with emphasis on “Documentation” and other defined individual and departmental metrics.

Requests refunds from providers.

Maintains logs of resolved complaints.

Customer Care Representative

GC Packaging Dallas TX

Nov 2019-May 2022

Resolving complaints and providing information

Handled work volume of 70+ calls per day, answering callers’ inquiries, providing information regarding customers’ concern and problems.

Maintaining a high level of professionalism with clients and working to establish a positive relationship with every caller.

Taking orders and answering queries.

Thoroughly tracks and document all contacts and conversation in the correction system; follows up to customer request, call back, and outstanding work as required or as directed management.

Customer Care Representative

Alorica

Sept 2018-Nov 2019

Established lasting and meaningful connections with clientele

Approached multitasking the use of several computer programs, phone operation, and communication with enthusiasm and confidence.

Research and analyze to resolve customer problems and complaints

Provided excellent customer service to customers of all ages and backgrounds.

Provided basic technical support

Acted professionally and patiently when addressing negative customer feedback.

Customer Care Representative

Migaj Wireless Dallas Tx

Jan 2017- Aug 2018

Processed new accounts.

Issued return authorization and billing adjustment requests for billing reconciliation.

Managed specific customer requirements with key customers.

Kept current on product information/knowledge, marketing, and system capabilities.

Scheduled qualified appointments with prospective clients.

Educated prospective clients on products and services.

Maintained record of client contact information.

Provided sales support to the sales team.

Developed Customer relations from an A/R perspective.

Through analysis of markets, working with Sales Reps to penetrate new markets and expand current distribution channels.

Researched and analyzed the current competition and their market share, and worked with Marketing and Sales on opportunities to gain market share.

Sales Representatives

Leadway Insurance Company LTD Port-Harcourt Nigeria

Jan 2014- Dec 2014

Completed routine transactions for customers such as opening accounts and processing payments.

Delivered accurate organizational information, including products, services, and procedures.

Partnered with numerous customers to handle caller needs, including service issues, new sales, and account problems.

Identified causes of product malfunction and credited affected customers.

Avoided revenue losses with diligent attention to customers' needs and complaints.

Completed inquiries and followed up with customers to share findings and offer solutions.

Maintained and updated customer information as necessary.

Calmly attempted to resolve and de-escalate any issues.

Escalated calls to supervisor when necessary and appropriate.

Responded to requests for assistance and/or possible processing of credit card authorizations.

Tracked call-related information for auditing and reporting purposes.

Provided feedback reports on call issues related to downtime and/or training issues.

LANGUAGES

Fluent in English Language, native speaker of Igbo language, Beginner knowledge in Spanish and ability to learn new languages.

HOBBIES

Communicating and making new friends

Surfing the Internet for the latest technological innovations.

Reading motivational books, as well as listening to motivational talks.

Traveling.

CERTIFICATE OBTAINED

Diploma in Computer: Noble computer Institute Owerri, Nigeria (2011)

Diploma in computer stage 1: NIIT Owerri Center, Nigeria. (2010).

Career Link & Acquisition Company (2010)

EDUCATIONAL QUALIFICATION(Degree)

(B.Agric.) CGPA 4.25 Agricultural Economics and Extension Management Ebonyi State University Abakaliki

2016

Diploma in Mass Communication - Imo State University

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