Customer Support Call Center
Resume:
PHYLLIS LANG
Goodman, MO *****
***/***-**** - *********@*****.***
Professional Summary
Service-oriented Customer Support Representative with 25+ years of experience in Call Center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Skills
Customer service excellence Inbound call answering
Software troubleshooting Attention to Detail
Problem-Solving Active Listening
Microsoft Windows and Office Customer Service
Organizational Skills Call Center Operations
Training Materials Development Software Patches
Work History
12/1999 - 02/2017
Customer Support Representative V
Jack Henry & Associates - Monett, MO
Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
Trained new hires on company policies, procedures, and best practices in customer support roles.
Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
Contributed ideas and practical solutions to support process improvement efforts.
Developed comprehensive product knowledge, becoming go-to resource for both customers and colleagues.
Managed high call volumes with focus on quality and efficiency, ensuring customer inquiries were resolved promptly.
Configured hardware, devices, and software to set up work stations for the call center new employees.
05/1996 - 04/1997
Call Center Agent
Bass Pro Shops - Springfield, MO
Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
05/1994 - 03/1996
Receptionist
Mid America Dental Clinic - Mount Vernon, MO
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Confirmed appointments, communicated with clients, and updated client records.
Answered phone promptly and directed incoming calls to correct offices.
Kept reception area clean and neat to give visitors positive first impression.
Handled cash transactions and maintained sales and payments records accurately.
Responded to inquiries from callers seeking information.
Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Maintained confidentiality of information regarding clients and company.
Provided clerical support to company employees by copying, faxing, and filing documents.
09/1987 - 07/1989 Administrative Assistant
A to Z Marketing - Springfield, MO
Maintained confidentiality of sensitive company information while handling sensitive documents and communications.
Ensured accuracy in data entry tasks, resulting in improved record-keeping and reduced errors.
Prioritized daily tasks effectively to meet deadlines consistently without compromising quality or detail.
Composed sensitive, confidential reports and documentation.
Provided clerical support to company employees by copying, faxing, and filing documents.
Collaborated with other clerical staff on special projects, improving overall office performance.
Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
Edited and proofread documents for accuracy and completeness.
Utilized office management software to record and track customer information.
Processed incoming and outgoing mail and packages according to established procedures.
Edited documents to keep company materials free of grammar errors.
Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Education
05/2015 - 09/2016 Associates of Science
University of Phoenix - Phoenix, AZ
Field of Study: Technical Writing
Relevant Coursework:
JavaScript
MicroSoft Word, Excel & PowerPoint
Honor Roll
09/1987 - 06/1988 Associates of Art
Draughon’s Business College - Springfield, MO
Field of Study: Clerical Assistant
Relevant Coursework:
Typing
10 Key
Transcription
Shorthand
Word Processor
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