Customer Service Contact Center

Garyelle Nelson

Phoenix, AZ ***** 602-***-**** **********@*****.*** linkedin.com/in/garyelle-nelson-7722591a4/ CUSTOMER SERVICE REPRESENTATIVE

Consumer-focused Customer Service professional with progressive experience in busy call center environments for public utility and insurance industries. Unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic relationship, partnership- building skills, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

KEY SKILLS

• Customer service

• Project management

• Onboarding

• Exceptional verbal & written communication

• Conflict resolution

• Excellent time management

• Team building

EXPERIENCE

Epiq Solutions, Phoenix, Arizona November 2021 - December 2024 Contact Center supervisor

Created developmental tools.

• Interviewed potential candidates as needed.

• Oversaw 10-40 agents at a time.

• Handled day to day operations.

• Monitored direct reports and troubleshoot system issues.

• Implements and enforces systems, policies, and procedures.

• Prepared reports and updates for upper management.

• Maintained safe and healthy work environment.

Epiq Solutions, Phoenix, Arizona June 2019 - November 2020 Contact Center Team Lead

Maintained a team of 16 agents.

• Conducted weekly and monthly formal one on ones with direct reports.

• Delivered and tracked QA feedback.

• Created tools for newly developing agents.

Epiq Solutions, Phoenix, Arizona January 2019 - June 2019 Contact Center agent

Made 150 outbound calls daily.

• Followed up with escalation call backs on a daily basis.

• Maintained a 90% or above QA average.

• Handled checking eligibility, reissuing checks and reviewing account specifics. Willis Towers Watson, Tempe, Arizona September 2018 - January 2019 Benefit Specialist

Provided client-specific advice, counseling and representation on matters involving insurance issues.

• Calculated premiums and established payment method.

• Online troubleshooting.

• Processed Evidence of Insurability (EOI) forms in accordance with Client policies and procedures.

• Worked closely with health care providers to resolve eligibility errors. Garyelle Nelson **********@*****.*** Page 2

• Oversaw enrollment in Client's benefit programs during their annual open enrollment and throughout the year.

• Experience with: computer data input scanners, computer inkjet printers, copy machines, data entry software, fluid surveys, Microsoft Excel, Microsoft outlook, Microsoft Word and multiline telephone systems.

Consumer cellular, Tempe, Arizona April 2016 - September 2018 Call center representative

Inbound calls.

• Resolved customer complaints quickly and effectively over the phone.

• Summarize transactions and update payment information.

• Create, update, or cancel accounts.

• Advertise promotional sales, answer product and service questions. Tutor Time, Phoenix, Arizona September 2014 - July 2015 Lead Teacher

Developed both long- and short-term lessons plans based on the curriculum of the daycare center.

• Provided a safe and secure environment, setup monthly milestones for child development and daily nutritional needs.

• Responsible for social-emotional growth and development of toddlers and school age children.

• Developed partnerships with parents/child caregivers to engage and encourage parent participation in program.

EDUCATION

High school Diploma

Sky Line Prep Academy Phoenix, AZ

South Mountain Community College, Phoenix, AZ

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