Customer Service Experience

CARLA RAINES

OKLAHOMA CITY, OK *****

602-***-**** carlaraines27 @gmail.com

SUMMARY

Having 10 plus years as a communicator being organized, self starter, detail-oriented with a keen eye for details with high energy to delegate tasks effectively to ensure timely project completion QUALIFICATIONS

● Comply with excellent performance standards including occupancy, attendance, touches per hour(calls,tickets and alerts handled) and quality requirements.

● Communicate with customers via inbound and outbound calls.

● Provide service to customers courteously, accurately and efficiently.

● Maintaining knowledge of commonly used concepts, practices, technology and following company policies and sales procedures.

● Having a good attitude to be self directed, self supervised and organized with positive work ethics with communication skills.

EXPERIENCE

Customer Service/WFH

7/8/2022-

Principal Choice Solution

● Answer in/outbound calls for customer request and inquiries in a high-volume call center setting

● Conducting every interaction with a customer focus courteous approach that will ensure first call resolution and achieve provider satisfaction scores above 90% or higher

● Documenting call activity into various ba systems

● Identify and resolving customer inquiries using problem solving skills strong attention to details as to follow

● Building a positive report across a variety of personality types adapt to changes with office skills and knowledge

● Continually maintaining a working knowledge of our process and procedures Customer Service/Fast Food

11/2021-02/2022

Wendys

Greet customers take orders run cash register clean and stocking duties make sure orders are correct and filled to customers standards.

Customer Service

11/201*-**-****

Adecco/Mid-First Bank Mortgage Division

Inbound calls assist with questions and concerns about mortgage, took payments, provided other assistance as requested.

Customer Service 01/21/19-09/5/20

AT&T-Mesa, AZ

● Handle inbound calls with excellent customer experience, assist customer with questions and concerns about billing, point of sale,updating personal information and also insure the privacy of customer account.

● Update account information research customer dispute for billing issues and provide customer with fair solution to maintain a value customer of AT&T

● Resell the value and uphold company promise to give extraordinary customer service experience.

Customer Service 11/27/17-11/05/18

Consumer Cellular- Tempe, AZ

● This include sale of new or additional services, billing, and account research assisting with service or equipment issues, dispute resolution, port(transfer), activations and equipment or service changes

● Understanding and following company policies for products, services, billing, collection, warranty and sale procedures.

● Ensure customer information stays secure and confidential will at times be required to assist with other customer support functions and troubleshooting. Private Home Care 05/2009-05/20017

Private Home Care Edmond, OK

● Checked patients pulse, temperature and respiration.

● Entertained, conversed with, or read aloud to patients to keep them mentally healthy and alert. ● Performed a variety of duties as requested by client, such as obtaining household supplies or running errands. Provide patient and family emotional support. Customer Service 03/2004-04/2005

Mitchel Sweets and Associates Phoenix, Az

● Answered a high volume of calls from customers regarding payments, returns and charges to accounts.

● Assisted customers in the selections of products.

● Maintained contact and followed up on problems that required special handling. ● Provide marketing support by making outbound sales calls for special promotions. ● Recognized by customers who appreciated my extra efforts.

● Researched and responded to customer inquiries concerning repo of vehicle explained transactions to their satisfaction.

Telemarketing 03/1999-06/2001

Pro Mark One Phoenix, Az

● Answered telephone calls from potential customers.

● Delivered prepared sales talks that describe products and services in order to persuade potential customers to purchase products and services.

● Maintained records of contacts and entered orders into computer.

● Obtained customer information such as names, addresses, purchases and recorded reactions of prospects contacted and well as document accounts. EDUCATION

General Education Diploma

Donnelly College, Kansas City, MO 3/1990

T.E.EM

Oklahoma City, OK 11/2005-02/2006

Obtained certifications in computers-micro soft, windows, email outlook, excel, power point And certificate in Career Development and Interviews

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