Call Center Customer Service
Resume:
Selena Burgess
*************@*****.***
Introduction
Born and raised in North Carolina I am no stranger to southern hospitality, with my background in customer service I have been able to perfect client relationships. Regardless of how the interactions began I will always end the interions on an upbeat and positive manner. I allow my clients to have space to get their frustrations out in a positive way where a solution is presented while feeling being heard. My metrics speak volumes, with perfect scores of 100% over a course of three months with call handling time of five to eight minutes depending on needs.
Experience
Inbound Accounts Receivables
PepsiCo-IBM-Experis September 2024 - May 2025
●Answered questions regarding paid/unpaid invoices.
●Disputing invoices through SAP documenting in Arctree while keeping customers updated on their claims.
●Handling phone calls with accounts that are high risk.
●Handling phone calls for collections, updating balances and collecting payments through SAP.
●Approving/denying deliveries due to being at risk
●Dealing with high profile accounts such as Taco Bell, Pizza Hut, Walmart, Jimmy Johns and many more.
Remote Call Center Representative
Global Payments June 2024 - September 2024
●Collected/processed credit card payments through a system called Quick Remits.
●Answered questions pertaining to client’s accounts.
●Updated client’s information.
●Clarifying needs, identifying options and recommending products and services while still managing call time.
●Bring clarity and solutions to client’s issues/inquiries.
Call Center Representative
First Horizon Bank November 2021 - May 2023
●Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
●Managed customer expectations by clarifying needs, identifying options and recommending products and services.
●Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
●Updated customer accounts, addresses, and contact information within call management databases.
●Updated and collected credit card and loan payments.
Seasonal Retail Sales Associate/Stocker
Shoe Show November 2020 - January 2021
●Assisted customers with options catered to their specific needs and offered answers to questions they may have about the products.
●Applied discounts/promotions while processing payments.
●Processing even exchange transactions.
●Stocking merchandise for promotions and discounts.
●Kept up with monthly sales and promotions.
Retail Sales Associate
Gabes September 2020 - October 2021
●Followed company policies, rules and procedures to promote company goals and maintain safety.
●Calculated pricing, applied discounts and collected payments to process transactions.
●Handled price checks, merchandise transfers and fitting room returns to keep the store orderly and efficient.
●Initiated friendly conversation with customers to determine the level of assistance required.
●Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
Trainer/Cashier
McDonald’s July 2018 - November 2020
●Trained newly hired top talent to fill key positions and maximize productivity.
●Operated the cash register, collected payments and provided accurate change.
●Completed daily recovery tasks to keep areas clean and neat.
●Processed sales transactions to prevent long customer wait times.
●Trained new team members in cash register operations, stock procedures and customer services.
Education
High School Diploma
Forbush High School, East Bend, NC June 2018
Skills
●Call center operations
●Report preparation
●Customer communications
●Call control
●Resolving issues
●Training experience
●Providing customer support
●High energy attitude
●Adaptive team player
●Technologically savvy
●Time management
●Fast-paced environment
●Maintenance and stocking
●Worked with systems such as Sales Force, Hogan/Mainframe, Evolve, Doc Flow, Excel, Windows, Outlook, Teams, Innovis, Avaya Agent, TSYS, TCS, LUX, Quick Remit, Workday, Sumtotal, Arctree, SAP, Visa Online, ERT, Next Gen
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