Customer Service Call Center
Resume:
Estale Pollard,
Customer Service Professional
Hattiesburg, MS 39401
*********@*****.***
***Dedicated leader/team player with 20+ years of experience in quality customer service in many genres of daily living. High-energy professional with a background in customer service well-suited to the position of Call Center Representative.
Friendly and outgoing with a knack for making others feel comfortable and de-escalating tense situations. In-depth understanding of sales techniques gained through academic coursework and work experiences Remote Call Center Customer Service Representative Sagility Healthcare (previously HGS Healthcare)
September 2022 to December 2024
● Met and exceeded customer relationships building rapport with all clients.
● Handled and carefully responded to all customer inquiries by building excellent rapport. · confidence, identifying their needs, and taking strategic action in a timely manner
● Provided excellent customer service through active listening on every interaction.
● Troubleshoot and resolved customer issues using desktop applications/resources available.
● Worked with confidential customer information and treated it sensitively.
● Aimed to resolve issues on the first call by being proactive. Remote Call Center Customer Service Representative Teleperformance USA - Remote
June 2022 to August 2022
● Managed to Sell/upsell, modify, reserve, or cancel tickets for Amtrak trains.
● Planned routes and compute ticket cost, using schedules, rate books, and computer terminals.
● Ensured that cabins, seats, or space is available.
● Answered inquiries regarding train, schedules, and accommodations.
● Operated a secure softphone system in a timely manner. Remote Call Center Customer Care Agent
Ameriben, IEC group(work from home)- via Adecco
June 2021 to July 2022
● Answered high volumes of inbound/outbound telephone calls from members and providers
● Researched customers’ inquiries regarding and explained policies to customers.
● Participated in and completed projects in a timely and accurate manner.
● Ensured accuracy, customer service and timely turnaround
● Protected and enhanced the daily culture and environment of Ameriben.
● Fostered, supported, and demonstrated the company Core Purpose and Core Values.
● Attended weekly team meetings, and participated in monthly staff meetings .
● Ensured compliance with security practices and procedures, including HIPAA standards
● Performed other duties as assigned or needed while offering support to my peers during down time Customer Service Representative
TAD PGS, Inc.-Adecco - Remote
March 2020 to June 2021
● Resolved product or service problems by clarifying the customer's complaint via phone, email
● Managed large amounts of incoming(outbounds occasionally) calls.
● Identified and assessed customers' needs to achieve satisfaction.
● Built sustainable relationships of trust through open and interactive communication. ·
● Provided accurate, valid, and complete information by using the right methods/tools.
● Resolved customer complaints via phone, email.
● Closed out or opened call records
● Use of softphone (Five9) along with the operation of other apps during the workday operation
Extensive employment history in Customer Service Management from 1992 to 2019 including genres including catering,fine dining,fast food,military food services, etc
SKILLS
• Friendly and empathetic
• Windows (many operating systems)
• Scheduling
• Microsoft Edge
• Safe handling
• Conflict Resolution
• Food safety certified
• Food Regulation Compliance
• Typing 40 wpm
• Strong Interpersonal Skills
• Natural leader
• Forecasting
• Inventory control and record-keeping
• Professional Phone Voice
• Negotiator.
• Management
• Store Management Experience
• Labor Cost Analysis
• Food Handling
• Leadership
• Food Safety
Contact this candidate