Sonia

Doswell

adzgvp@r.postjobfree.com 404-***-**** 818 Hillcrest Lane Woodstock, GA 30189

Professional Summary

**** - **** ******** ** * customer service representative in a call center

****-*023 employed by Resultscx

Rated excellent by customer feedback

Work History ( Past 7 Yrs)) (2015—2022) Alorica Customer Service Representative

Alorica /HSN Aug 2015---February 2022 Location/Remote

Alorica/Verizion May 2022---July 2022 Location/Remote

Received inbound calls via home office

Initiated transfers to various departments

Quickly and efficiently met the needs of customers whether it was an inquiry or processing an order

Articulated product benefits and suggested solutions that benefited customers

Entered customer feedback into the system to boost customer relationships

Maintained an excellent rapport with customers and supervisors

Skills

Increased customer satisfaction through clear communication

Provided exceptional customer service through strong listening skills

Skilled at understanding customer concerns and how to address concerns quickly

Protected and updated customers personal information

Resolved customer concerns

Utilized tracking sites to keep customers updated on their deliveries

Offered upsells on every sale to increase sales

Provided payment assistance on merchandise purchased

Demonstrated a talent for communicating effectively with customers from diverse backgrounds

Resultscx October 2022 – June 2023 Customer Service /Remote

•Used numerous computer workstation applications to supply live responses to customers’ needs

•Documented customer calls in the database system

•Assisted customers with functionality and basic troubleshooting of product or account issues

•Assisted in resolving serious complaints and escalated calls

•Maintained at a minimum, target levels of performance

•Maintained up to date level of product knowledge

•Multi Tasks: Listen, input data, proved solutions, navigated through various screens while applying customer satisfaction techniques

Skills:

•Poficient on computers. Ability to type 25 WPM or more

•Excellent English language skills. Ability to use proper English, spelling, grammar, punctuation, and syntax

•Articulate speech, clear and well-modulated speaking voice

•Superb listening, probing, negotiation and de-escalation skills

•Excellent analytical and troubleshooting expertise

•Able to accommodate a flexible schedule, as needed

•Customer service or support service experience

•Proficient on computers

•Strong data entry skills

•Excellent customer service skills

•Excellent organizational skills

•Ability to work in a team environment

Educator (Previous) Duties and Responsibilities

Elementary Ed (Grades 1-5)

Middle Grades (Grades 6-8)

High School (ESOL)

ESOL/ University Level/Graduate and Undergraduate Students

Education

Morgan State University - Baltimore, Maryland

BS Elementary Education

MS Reading Specialist

ESOL English For Speakers of Other Languages

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