Customer Service Call Center

Experienced individual with expertise in the areas of customer satisfaction; strong skills in multitasking in a call center environment with completing and exceeding company goals and objectives in a productive, qualitative, and professional manner. Proven strengths in exceptional customer services skills, quality, and training initiatives within a highly competitive environment. Recognized as a people-oriented leader who fosters a culture of compliance and retains high talent through leading, developing, and training employees towards professional career growth. Self-reliant, energetic, flexible, and thrive on leading others.

CORE COMPETENCIES

• 10+ years Customer Service Experience • Problem Solving

• Conflict Resolution • Excellent Communication Skills • Detailed-Oriented • Microsoft Office

CAREER HIGHLIGHTS

Eulogized for cooperatively working well with others to produce and deliver required work.

Recognized for the ability to build relationships and educate customers resulting in customer satisfaction.

Designed and delivered multiple new-hire, business-related subjects, and soft-skill training for the customer care team.

CAREER HISTORY

State Farm 2020-2023

Customer Service Representative

Provided exceptional customer service with assisting customers with the best insurance plan options.

Maintained a high level of customer satisfaction through effective verbal communication skills.

Effectively negotiated customer solutions on rate fluctuation, product available and change.

Performed customer verification and processed applications and managed the customers’ database accounts.

Continuously received a customer satisfaction rating of 90%, 15% higher than the company’s average.

Became the lead “go-to” person for new hire training, assist colleagues with challenging calls, and career development.

GC Services LP 2014-2020

Unit Manager, Verizon Wireless

Manage a team of up to 20 Customer Care Specialist for the Verizon Wireless division.

Lead and developed an effective team through communication, performance management, development plans and reward/recognition practices.

Identify key growth opportunities for the business through career development plans.

Coordinate individual growth and career planning by utilizing career development worksheets.

Analyze MIS reports, review files, and work actions to identify training and potential system issues.

Manage work schedules to optimize resources in a productive and cost-effective manner.

Valencia Hills Health & Rehab Center 2012 – 2014

Certified Nursing Assistant

Responsible for assisting Registered Nurses with the health care patients needs.

Assisted with daily activities, which includes bathing, cleaning, and grocery shopping for the patient.

Collected information about conditions and treatment plans for caregivers, nurses, and doctors.

Communicated any issues or concerns the patient may have had with the Registered Nurses so it could be addressed and rectified immediately.

EDUCATION

2014 Penn Foster High School Lakeland, Florida

High School Diploma

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