Call Center Customer Service

Brookhaven, GA ***** 404-***-**** *********@*****.***

ANGIE GOURDET

Experienced call center professional with a successful track record at Sertec Corporation. Specializes in customer service and staff supervision, with a proven ability to increase team productivity through coaching and training. Proficient in database management and skilled at resolving complex issues to ensure customer satisfaction and operational efficiency. PROFESSIONAL

SUMMARY

SKILLS ● Customer Service

● Database Maintenance

● Inbound Call Center

Staff Supervision and

Training

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CALL CENTER SUPERVISOR/COACH 01/2022 to Current

Sertec Corporation, Atlanta, GA

FRONT DESK AGENT 06/2011 to 01/2022

Sertec Corporation, Atlanta, GA

CALL CENTER AGENT 06/2008 to 06/2011

Sertec Corporation, Atlanta, GA

WORK HISTORY

● Offers guidance to agents helping customers.

● Managed high-level customer inquiries with professionalism and efficiency.

● Edited agent reports ensuring accurate categorization.

● Instructs agents on correct reporting and call management procedures. Managed customer inquiries related to refunds, loyalty adjustments, and account discrepancies.

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● Delivered operational support during emergencies by managing inbound call traffic.

● Streamlined time management for agents.

● Assisted agents by addressing call center procedures.

● Drafted tickets for IT Department addressing technical issues.

● Tracked call outs and adjusted schedules accordingly.

● Facilitated smooth operations by backing up call agents. Handled inbound calls from guests and employees of national brands addressing comments, concerns, and complaints.

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● Compiled and electronically submitted incident reports to client via company software.

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