Call Center Customer Service
Resume:
KEISHA
MOSLEY
K
M Stockbridge, GA *****,
***************@*****.***
PROFESSIONAL SUMMARY
Dedicated Call Center Agent with strong customer service background and top-notch abilities in directing calls to maximize call volume. Expert in using databases to gather information, update accounts and implement new solutions. Tech-savvy and quick learning with strong attention to detail. SKILLS
• Account Management • Call Center Operations • Service Recommendations
• Technical Troubleshooting • Payment Processing • Escalation Management EXPERIENCE
Call Center Customer Service Representative July 2023 - Current VXI Glibal Solutions Morrow, Georgia
• Completed basic account updates to maintain current customer information.
• Documented transactions daily in CRM system and completed end-of-day processing requirements.
• Assisted customers with troubleshooting and resolving technical issues.
• Instilled calm in customers, managing escalations and transfers with utmost professionalism.
• Improved job knowledge with continuous training and expert use of available knowledge bases.
• Built rapport with customers through actively listening to maximize opportunities.
• Met quality and service standards when responding to requests. Inbound Stower June 2022 - May 2023
Amazon Stone Mountain, Georgia
• Kept supplies organized and ready for any shipping or receiving need.
• Identified and addressed non-conformance issues with materials.
• Routed materials correctly with accurate shipping orders and bills of lading.
• Minimized risk of injury with safe operation of forklifts and other materials handling equipment.
• Scanned products with handheld devices to update system records and maintain accurate tracking.
• Met high productivity targets by quickly moving between locations and making product decisions.
• Adjusted dispatch schedules and supply deliveries with changing demand.
• Examined shipping contents against manifests to detect discrepancies. Call Center Customer Service Representative September 2021 - March 2022 Spectrum Cable Rochester, New York
• Improved job knowledge with continuous training and expert use of available knowledge bases.
• Entered enrollment information in computer system for customer application creation.
• Recognized and seized opportunities for sales referrals following appropriate processes.
• Built rapport with customers through actively listening to maximize opportunities.
• Completed basic account updates to maintain current customer information.
• Followed up on customer calls, providing new information.
• Processed orders and responded to order status inquiries using computer system.
• Created and delivered quotes to potential clients for services. Call Center Operator March 2018 - September 2020
ADT Rochester, New York
• Handled caller needs for sales, service and account problems.
• Navigated multiple computer applications while conversing with customers.
• Understood client needs and advised on relevant products, services or opportunities.
• Resolved customer concerns, following internal database prompts and company scripts.
• Complied with data security and confidentiality policies to safeguard customer information.
• Delivered accurate organizational information about products, services and procedures.
• Displayed positive, professional and empathetic tone to deliver consistently superior service.
• Answered incoming calls, chat messages and email communications to handle product concerns.
• Collaborated with internal departments to find resolutions and conduct further research on customer account. Unit Secretary April 2011 - April 2020
Rochester General Hospital Rochester, New York
• Received all incoming phone calls, took necessary action, and directed messages accordingly.
• Supported unit administrative needs and clerical functions.
• Maintained neat and organized nurses' station, including supply replenishment.
• Managed reference books, schedule logs and pre-admission packets, maintaining accurate unit documentation.
• Examined patients' medical insurance to check for procedures covered.
• Processed billing statements for patients.
• Welcomed and assisted visitors, patients and consulting staff.
• Scheduled staff meetings for doctors, nurses and team.
• Input patient information into database accurately to centralize information.
• Trained users to utilize MIS equipment and troubleshooting techniques.
• Scheduled new and follow-up appointments for patients.
• Photocopied important documents to update records and provide copies to patients. Customer Service Cashier February 2008 - April 2010 Tops Rochester, New York
• Enhanced customer satisfaction with fast, knowledgeable service.
• Merchandised products and maintained display organization on sales floor and at front lanes.
• Coordinated with specific departments to help customers find product advice and information.
• Addressed returns and exchanges and assisted customers with refunds or product replacements.
• Operated POS systems using hand-held scanners, theft-detection devices and optical readers.
• Checked promotional flyers, signage and other advertisements to verify sale prices and items.
• Participated in ongoing cross-training opportunities to become better employee.
• Resolved customer complaints with balanced solutions. Call Agent June 2007 - October 2010
Dollar America Rochester, New York
• Screened and routed calls to deliver contacts to correct personnel.
• Made outbound calls to handle referrals and coordinated supporting documentation.
• Updated customer, order and service notes in computer system.
• Delivered top-notch service by maintaining broad knowledge of clients, products and services.
• Contacted clients to obtain missing information for orders and service calls.
• Supported callers with emergencies and helped to obtain necessary services for specific needs. EDUCATION
Associate in Science (A.S.) April 2011
Everest Institute, Rochester, New York
• Coursework: College English, Business and Pharmacology
• Medical Billing and Coding
LANGUAGE
Advanced
English
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