Customer Service Call Center

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Eraniqueca Bradford

**** ****** ** ***.*** Charlotte NC 28213 United States

772-***-**** • ************@*****.***

Dedicated and results-driven Call Center Agent with over 3 years of experience in delivering exceptional customer service and resolving inquiries efficiently. Skilled in handling inbound and outbound calls,

addressing customer concerns, and utilizing CRM

software to document interactions.

-Active Listening -Attention to Detail -Problem-Solving -Multi-tasking - Organizational Skills -Excellent Communication Skills -Optimistic Approach - Time Management Skills -Software Skills -Database Management Work Experience

Customer service representative

TD BANK

Provide customer service: Answer questions, resolve issues, and promote bank products

Handle customer interactions: Use phone, email, and chat to communicate with customers

Identify customer needs: Research issues and provide solutions Upsell products: Look for opportunities to promote bank products Check account balances: Verify account balances and statuses Connect customers with other staff: Connect customers with other bank employees for specific issues

Customer service supervisor 2

Wells Fargo Call Center

Utilizes tools and resources to effectively manage BC team members and business partners.

Provides ongoing coaching and performance management to team members.

Ensures daily engagement with each team member.

Responsible for daily production standards which includes service quality, scheduling, and policy & procedure.

Acts as first point of contact for responding to highly complex inquiries on a variety of policies and procedures with an ability to mitigate risk by utilizing available tools and critical thinking skills.

3/15/2015- 6/18/18

5/15/2019- 9/25/21

Provides engagement, recognition and developmental opportunities to their team members through a variety of sources.

Call Center Representative

Avian Computer Experts

Properly directed 100 inbound calls daily in phone queues to improve call flow.

• Made reasonable procedure exceptions to accommodate unusual customer requests.

• Provided accurate and appropriate information in response to customer inquiries.

• Developed effective relationships with all call center departments through communication.

• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

• Provided input to assist in the selection and implementation of a new phone system.

References

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EDUCATION

Certified Clinical Medical Assistant

Virginia Western Community College

Inventory and supply

• Medical billing and coding

• Strong communication

• HIPAA compliance

• Proper sterilization techniques

• Advanced anatomy knowledge

Other Activities

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