Customer Service Representative

TANA

BAILEY

***************@*****.*** 423-***-**** Madisonville, TN

PROFESSIONAL SUMMARY

Dynamic and customer-oriented professional with extensive experience in customer service, quality assurance, and sales support. Skilled in delivering exceptional service, managing client relationships, and ensuring performance standards across multiple roles. Seeking a position as a Customer Service Representative with growth potential in a collaborative, customer-focused environment.

SKILLS

● Excellent Customer Service

● Oral & Written Communication

● Multi-tasking Abilities

● Inbound & Outbound Calls

● Issue & Complaint Resolution

● Data Entry & Maintenance

● Windows 10&11

● Leadership

● Chat

● Verbal Communication

● Customer Service

● Empathy

● Active Listening Skills

● Microsoft Office Expertise

● Technical Support Expertise

● Upselling Products & Services

● Call Center Operations

● Work Task Prioritization

● MAC OS

● Sales

● Zendesk

● Recruitment

● Positive Attitude

● Collaborative

WORK HISTORY

Revenue Analyst Cellular Sales 02/2022-11/2024

● Maintain expertise in Verizon technology and product offerings to effectively assist and guide customers.

● Conduct outbound calls to prospective customers from generated leads.

● Communicate with customers through various channels including inbound and outbound calls, voicemail, and text messaging.

Senior Quality Analyst Direct Interactions 11/2020-02/2022

● Analyzed and monitored agent performance to maintain high-quality customer service standards.

● Developed measurable performance criteria, ensuring consistent service excellence.

● Collaborated with teams to optimize processes, enhancing the overall customer experience.

● Maintained compliance with quality benchmarks, resulting in improved service metrics. Online Chat Sales Support Talk 2 Rep, Inc. 03/2019-06/2020

● Delivered real-time assistance through chat, addressing inquiries and promoting product features.

● Managed up to three live chat sessions simultaneously, ensuring efficient and personalized support.

● Used advanced tools to provide accurate information on wireless products and services.

● Consistently met sales targets by converting chat inquiries into completed sales. Customer Service Representative T-Mobile 06/2017-01/2019

● Resolved customer billing inquiries and processed account payments with precision.

● Provided troubleshooting support for mobile devices, enhancing customer satisfaction.

● Actively listened to customer issues, delivering efficient and empathetic solutions.

● Contributed to team goals by achieving high customer service ratings. EDUCATION

Middle Tennessee State University

Nursing Major

Madisonville High School

High School Diploma

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