Call Center Specialist

Hepzi Obama

Houston, TX

E: ********@*****.***

P: 346 – 670 – 1001

Professional Summary

Customer-focused Call Center Specialist with 3+ years of experience handling 50–70 inbound calls daily and 30–50 outbound calls per shift. Skilled in resolving customer inquiries, troubleshooting technical issues, and providing high-quality support. Adept at using CRM systems (Salesforce, Zendesk, ServiceNow) to log interactions, track resolutions, and enhance service efficiency. Strong communication and problem-solving skills, ensuring 80%+ first-call resolution rates and positive customer experiences.

Professional Experience

Call Center Specialist

Midas Edge LLC Dallas, TX 08/05/2021 - Present

Managed an average of 60 inbound calls per day, assisting customers with troubleshooting, account inquiries, and service requests.

Handled 40 outbound calls per shift, conducting follow-ups, confirming appointments, and gathering customer feedback.

Maintained a first-call resolution rate of 80%, reducing escalations and increasing customer satisfaction.

Used CRM software (Salesforce, Zendesk, ServiceNow) to track and document customer interactions efficiently.

Resolved 15+ customer complaints per week, implementing de-escalation techniques to improve retention.

Processed 30+ service requests daily, including billing inquiries, refunds, and account modifications.

Assisted in updating internal knowledge bases, improving team efficiency in resolving customer issues.

Skills & Competencies

High-Volume Call Handling (Inbound/Outbound)

Customer Service & Support

CRM Tools (Salesforce, Zendesk, ServiceNow)

Complaint Resolution & De-escalation

Data Entry & Documentation

Team Collaboration & Communication

Call Scripting & Quality Assurance

Multi-Tasking & Time Management

Contact this candidate