Customer Service Call Center
Resume:
KEMARIE EPPS
SKILLS
●Employee Training and Development
● Behavioral Coaching
● Root Cause Analysis
● Daily Huddle Facilitation
● Rewards and Recognition Program
● Call Center Operations
● Providing Escalated Support
● Technical Representative for US Telco
Inbound
● Performance Monitoring and Call Listening
● Providing Real-Time Feedback
and Sharing Best Practices ●
Resolving Customer Issues
● Data Entry
● Quality Monitoring, Evaluation and
Calibration
● Reporting and Metric Discussion
● Operations POC Final Interviewer for
Inbound Telco Account - CSR Role
●SALES inbound B2C
EDUCATION AND TRAINING
Highschool Graduate old curriculum
MALINO HIGH SCHOOL 2002-2006
● CERTIFIED IN PAIR COACHING
● CERTIFIED IN SPOKEN LANGUAGE
PROFICIENCY GRID
● ACCOUNT AND BILLING SUPPORT WITH
SALES AND COLLECTION
● TECHNICAL SUPPORT
TROUBLESHOOTING FOR ANDROID AND
IOS AND TELCO NETWORK
Customer Service Team Lead with 6+ years professional experience in excellent customer service, troubleshooting, and technical resolution in a call center environment. Customer focused mindset and exceptional problem-solving skills. Positive, result-driven and polished professional with a passion for helping others. Excellent customer service skills with a background in leadership and training. Organized and time efficient. Fluent in English - both oral and written. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
EXPERIENCE
Call Center Team Lead Alorica Clark
Clark field Pampanga - October 2016 - DECEMBER 2022
● Manage a team of 3 SME and a class of 12-24 headcount to develop them into world class Team of Experts and secure 100 percent endorsement
● Resolved team support issues with efficient approach to keep call center operating smoothly and customers
satisfied with services.
● Managed customer concerns with calm demeanor and knowledgeable service.
● Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
● Partnering with Training and Operations to help new hires apply learnings from training rooms, to taking live calls
● Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
● Accurately documented calls and caller information in microsoft software and made updates to data as needed.
● Coached agents 1:1 on how to improve calls.
● Tracked agents daily progress in microsoft software and updated it daily.
● Conducting regular appraisals to drive KPIs and improve all areas of performance- productivity, quality, attendance, adherence, and conduct.
● Creating strategic solutions to address trends in performance deficiency.
● Providing the team with the necessary tools to develop their skills and excel in their role, with consistent coaching on how to connect and de-escalate customers.
● Processing payroll to make sure employees are paid in a timely manner.
● Designing and conducting workshops to drive employee development and engagement.
● Analyzing the data, reporting feedback to all appropriate departments with a recommendation for improvement.
● Monitoring the phone calls and emails to measure quality, and make recommendations for improvement.
4094 CARLOTA DE LEON STREET SANTA
TERESITA, ANGELES CITY
PAMPANGA 2009
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