Customer Service Representative
Resume:
ANGELA TURNER
Arkadelphia High School • ****
Henderson State University •
Effective Advanced Management Classes • 2006 & 2007
Microsoft Office Word
Microsoft Outlook
Microsoft Excel
Call-Copy
Able to interact highly with others
Service Representative/ Floor Support Representative
Sykes Inc.
March 2010- Nov 2012
Feb 2013 – Sept 2015
Provide customers with the utmost respect and courtesy, while providing the needed information about AT&T products and services while making sure to resolve their concerns. I also provide support to other agents in assisting them resolving customer’s issues. I also work closely with the managers to help insure that the agents are getting the needed feedback and development.
Team Manager
Sykes Inc.
Nov 2012 – Feb 2013
I worked closely with all agents to improve performance and conduct opportunities. I helped increase agent morale and attendance by developing positive working relationships. I also worked with the agents to improve their skills/abilities to assist resolve customer’s issues.
Quality Assurance Sykes Inc.
Sept 2015 – Feb 2017
Floor Support
Sykes, Inc.
Feb 2017 - Present
Observation of live and recorded calls, to determine the quality of a customer service agent, to ensure that our client performance metrics are being met or exceeded by resolving the customer’s needs. I provide feedback to members of management and trainers. This is to coach and develop employees to enhance their qualities on each call.
I help agents, and coaches who train the new employees. I am also a back up
trainer.
Sonya Lyon
Account Manager, Sykes Inc.
Tricia Weatherford
Floor Support, Sykes Inc.
2614 Elaine St, Arkadelphia, AR 71923 870-***-**** ***************@*****.***
EDUCATIO N SKILLS
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