Customer Service Call Center

Andrea Haynes

Bristol, TN

(***)***-******************@*****.***

PROFESSIONAL SUMMARY

Efficient customer service professional with 7+ years of experience in call centers. Adapt at handling 50+ calls on a daily basis while consistently resolving client issues smoothly and quickly. Seeking to apply excellent customer service and problem-solving expertise to benefit your company as a call center representative.

SKILLS

● Customer Service Customer Relations

● Good Communications Call Center Experience

WORK HISTORY

CONNECTED CAR RESPONSE SPECIALIST ㄧ10/2024 to 11/2024 SiriusXM - Irving, TX (Remote)

● Handles incoming customer calls from landline and in-vehicle applications. These calls may be related to points of interest destinations, stolen vehicle location, roadside assistance, remote phone applications, emergency and collision calls, troubleshooting or general customer service.

● Consistently utilize effective communication, knowledge retention and recall, speed and efficiency, creative problem solving, emotional stability and empathy.

● Connect and build rapport with a variety of customer types by using common courtesy, creating empathy, actively listening, educating, and offering solutions which cater to our customers’ needs.

● Diffuse high-tension situations as the need arises and goes above and beyond to create resolve to issues and customer complaints.

● Utilize multiple systems and various tools available to stay abreast of changes and new information. This is key to assisting customers correctly and appropriately.

● Consistently achieve KPI call center metrics such as Call Quality, Schedule Adherence, Schedule Conformance, Attendance, and Average Handle Time CUSTOMER SERVICE SPECIALIST ㄧ04/2024 to 07/2024

Advanced Call Center Technologies - Kingsport, TN

● Handle escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.

● Managed high call volume while maintaining a courteous and professional demeanor

● Monitored quality assurance metrics regularly identifying opportunities for personal growth and development within the role

CUSTOMER SERVICE EXPERT/ROADSIDE DISPATCHERㄧ10/2023to 03/2024 Allied Dispatch Solutions - Johnson City, TN

● Provided compassionate support for distressed callers, calming their nerves while obtaining essential information for proper assistance coordination.

● Utilized GPS technology to accurately locate stranded motorists, expediting the assistance process.

● Collaborated with fellow dispatchers to ensure seamless shift transitions and uninterrupted service coverage.

● Decreased response time by implementing an effective ticketing system for customer support requests.

● Increased customer loyalty through proactive communication and follow-up after issue resolution.

● Kept detailed logs of driver locations and availability, optimizing resource allocation during peak hours.

● Managed high-stress situations with professionalism, maintaining composure while providing exceptional service under pressure. FINANCIAL SERVICES REPRESENTATIVE ㄧ03/2023 to 04/2023 Advanced Call Center Technologies - Boones Creek,TN

● Processes all transaction requests for members, such as payments, transfers, deposits, cash advances, outgoing wires, and withdrawals with accuracy and in accordance with policy and procedure guidelines.

● Understands all security and responsibilities of the departments within the credit union and maintains a working knowledge of compliance/regulations in the area of responsibility.

● Processes all transaction requests for members, such as payments, transfers, deposits, cash advances, outgoing wires, and withdrawals with accuracy and in accordance with policy and procedure guidelines.

ACCOUNT SERVICES REPRESENTATIVE ㄧ04/2020 to 07/2022 Teleperformance - Bristol, TN

● Boistered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

● Implemented proactive strategies to improve the customer experience and increase loyalty, thus improving customer retention.

● Worked to increase loyalty and customer retention by resolving customer complaints and implementing retention strategies.

● Developing strategies to reduce churn and increase customer lifetime value.

● Measuring KPIs to gauge the success of retention efforts therefore reducing customer churn rates

● Monitoring and analyzing customer retention through Net Promoter Scores determining customer loyalty

● Proficient at retention analysis benefits the company’s bottom line by boosting the customer’s lifetime value & achieving metrics and goals.

● Negotiating with customers to renew contracts, resolve customer problems in a productive manner, showing empathy, maintaining calmness in difficult situations, finding a common ground & ending with a positive customer experience. RESPONSE ASSOCIATEㄧ08/2016 to 05/2018

Agero - Blountville, TN

● Provided immediate assistance to stranded drivers in emergency situations.

● Effectively managed high-pressure roadside assistance calls.

● Quickly assessed and prioritized critical roadside needs.

● Providing safe, punctual, and reliable roadside services to a stranded motorist. Receiving information and dispatches roadside assistance calls to drivers and facilities using a variety of communication channels

● Reliable Dispatcher with good communication skills and attention to detail. Able to handle multiple tasks simultaneously and work well under pressure. Knowledgeable about DOT regulations and safety protocols.

● Successfully de-escalated tense situations with stranded drivers by providing clear information and reassurance.

● Accurately assessed vehicle issues and coordinated appropriate roadside services, including towing, tire changes, and jump starts.

● Achieved a high customer satisfaction rating by consistently providing prompt and professional roadside assistance.

● Effectively managed a high volume of roadside assistance calls while maintaining a focus on customer needs.

● Provided detailed explanations of roadside service options to customers, ensuring informed decision-making.

CREDIT CUSTOMER SERVICE REPRESENTATIVE ㄧ06/2016 to07/2016 Citi - Gray, TN

● Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service

● Identified customer's financial needs, entered credit applications

● Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.

● Maintained confidentiality of credit and client information.

● Handled client inquiries with exceptional professionalism and enthusiasm. CUSTOMER RETENTION ACCOUNT SERVICES (HCP) ㄧ12/2014to 02/2016 Sprint - Blountville, TN

● Negotiating with customers to renew contracts, resolve customer problems in a productive manner, showing empathy, maintaining calmness in difficult situations, finding a common ground & ending with a positive customer experience.

● Resolved over 100 customer issues monthly, maintaining a 95% satisfaction rate through effective communication and problem-solving skills.

● Streamlined the customer inquiry process by integrating a new CRM tool, cutting average handling time by 20% and enhancing data accuracy.

● Successfully de-escalated tense situations with stranded drivers by providing clear information and reassurance.

● Measuring KPIs to gauge the success of retention efforts therefore reducing customer churn rates

EDUCATION

High School Diploma

Sullivan Central High School 1993-1997

Blountville, TN

● Computers

● Latin

● Natural Helper

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