Call Center Representative
Resume:
Lorraine Adams
SUMMARY
Detail-oriented individual that
handles a high volume of
customers in a fast-paced
environment. Skillful in
researching issues, updating
accounts, and processing new
transactions. Excellent conflict
management abilities and
adapts quickly to new needs
and policies.
ADDRESS
212 Willie Sanders Dr
Madison, AL 35756
PHONE
*************@*****.***
REFERENCES
Simone Yates
Supervisor–Teleperformance
Cell: 318-***-****
Latoya Watts
Training Officer–AuburnBank
Work: 334-***-****
Megan Mosley
Store Manager–Tervis Tumbler
Work: 850-***-****
EXPERIENCE
Jack Henry & Associates—Call Center Representative Level II March 2024-Present
• Complied with data security and confidentiality policies to safeguard customer information. This included having a secure work environment within my home to prevent data exposure.
• Identified customer needs and advised on relevant products, services, or opportunities.
• Navigated multiple computer applications while conversing with customers.
• Work within Microsoft Office, Jack Henry Xperience, Symitar Quest, Genesys, Microsoft Teams, and SharePoint.
• Became a Quality Assurance Ambassador to represent current team and be a liaison between the QI and advisors.
• Assisted in taking attendance and meeting notes for meetings conducted by QI.
• Handled calls from a dozen different credit unions with different policies and procedures.
• Took initiative to learn, practice, and apply procedures for Level II advisors before being promoted.
• Met and exceeded Key Performance Indicators (KPIs).
• Assisted other advisors with questions asked in Microsoft Teams during and between calls.
Teleperformance—Customer Engagement Specialist Tier II November 2020-January 2024
• Handled calls as a vendor for Apple working with multiple devices and systems.
• Work with macOS, iOS, iPadOS, SAP GUI, internal call taking systems, article viewer for policies and procedures, SharePoint, Microsoft Teams, and an internal system for taking notes.
• Took calls for billing, tech support, Apple Pay, and AppleCare+ agreements.
• Managed customer calls efficiently in fast-paced environment.
• Built trusting relationships with customers to better understand needs and ask directed questions for issue resolution.
• Exceeded KPIs for Tier II support advisors.
• Collaborated with colleagues to deliver quality customer experience.
• Kept records of customer interactions, recording details of inquiries and actions taken.
• Resolved escalated customer service issues or concerns.
• Worked with new hires and recently promoted advisors to train and support them with resources, policies, and procedures in their new roles. This required me to be pulled from calls and dedicated my time to only helping classes between 10-25 advisors.
• Assisted advisors from all levels with questions about their calls while also assisting customers.
AuburnBank—Branch Specialist I
April 2019-December 2019
• Assisted in greeting, directing, and engaging with client lobby traffic.
• Upheld confidentiality guidelines as per bank policy.
• Work with Jack Henry Banking and learned Jack Henry Xperience during an upgrade.
• Identified suspected fraud based on behavioral and transaction markers.
• Formed relationships with customers who came in regularly.
• Delivered service with friendly approach to retain and acquire customers.
• Maintained accurate records of all transactions and customer interactions.
• Corrected discrepancies when making deposits due to errors in minute details.
• Recognized with an award bank wide for acting quickly in an emergency situation when a woman was run over in the drive thru. Bath and Body Works—Team Lead
October 2017-February 2019
• Protected security of cash, inventory, and other company assets with strict adherence to company procedure.
• Handled store opening and closing with consistent attention to established requirements. This included counting drawers, making deposits, ensuring the showroom was sufficiently stocked, and delegating tasks to team members.
• Trained and mentored employees to improve sales, educate on company policies, and customer service skills.
• Coordinated employee schedules to ensure adequate staffing during all shifts. Staffing for shifts could vary from two to twenty team members.
• Managed projects during inventory floor sets and made decisions for necessary changes based on stock levels.
Tervis Tumbler—Team Lead
May 2014-October 2017
• Wrote the procedures and detailed instructions on store opening and closing policies. This was used to train new employees and kept on hand for reference if needed.
• Trained new employees on store policies, procedures, and register operations.
• Managed conflicts with customers and used active listening skills to make decisions on how to resolve the situation.
• Responsible for opening and closing the store on a daily basis.
• Received inventory, checked for invoice discrepancies, inventoried stock, assisted in placing orders, and made sure the stock room was neat and logically placed.
• Communicated goals for team members and motivated them with positive feedback.
• Maintained store cleanliness and assisted management with operational tasks.
EDUCATION
University of West Florida—Pensacola, FL
Bachelor’s Degree in Psychology
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