Customer Service Call Center

Seasoned, resourceful customer service/account representative with a high level of professionalism, patience, and efficiency.

Experienced meeting and exceeding productivity goals by troubleshooting and resolving issues quickly to increase customer loyalty.

Been on several assignments with staffing agencies and received excellent reviews.

Flexibility with my schedule and prefers to work the Mon-Fri- shift. Excited about this opportunity and available immediately.

WORK EXPERIENCE

Ducker - Marketing Research Analyst August 2022 to December ber 2022

(contract)

Manage large amounts of outbound call

Generate sales leads

Identify and assess customers’ needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/customer service team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Take the extra mile to engage customers

Wayne Metropolitan Community Customer Service Representative July 2021 to November 2021 (contract)

Data Entry

Critical Signal Technologies-Customer Service December 2019 to December 2020

●Helped with a wide range of needs from general billing to product services and technical support

●Worked closely with call center teams to ensure adequate support was provided, while managing multiple responsibilities

Call Center Supervisor Lotus International July-2016 to June 2018

Monitored calls and provided feedback during coaching sessions.

Implemented effective customer service strategies.

Formulated and implemented successful sales strategies.

Set goals for the team and provided coaching to ensure achievement.

Call Center Representative/Trainer Fortegra July 2014 to February 2016

Addressed customer service inquires in a timely and accurate fashion. Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.

Accomplishments: Cross-trained over 10 team members in 6 months. Achieved customer satisfaction rating of 97% exceeding corporate target.

Appraisal Coordinator Title Source August 2011 to January 2012

Real Estate Property Management

●Maintained phone presence with customer for client. Accepting accountability and practicing good judgement on client's behalf regarding complex situations.

●Coordinating with other related departments in order to establish a timeline.

●Answering queries and questions of the customers related to company products.

Events Coordinator Assistant CBS Radio October 2006 to August 2010 Broadcasting, Music, and Film

●Supervised a number of high-profile promotional events in metro Detroit including the Detroit Jazz Fest. Advised on special promotions, ticketing, VIP and Musical Guest Relations, Catering, Public & Media Relation.

● Coordinated with all vendors to provide timely, accurate and compelling marketing materials for clients.

●Responsible for client-base and community relations; created newsletters, and mailings; collaborated with partners to create customer appreciation events leading directly to increased listeners.

●Performed administrative duties.

Incident Manager Help Desk VIA Hewlett Packard January 2002 to November 2005

●Computer IT Services provided troubleshooting and high-level customer service for HP inbound call technical support center.

●Identifying needs to resolve critical issues using Critical Paths software.

●Daily email, phone productivity while ensuring deadlines were met.

Executive Advisor -Senior Level Eds Electronic Data Systems January 1997 to August 2001 Computer Software

●Engaged in successful client-development initiatives.

●Creative resolutions consulting via e-mail and escalated calls from customer service center

●Customer retention and upgrade sales for fleet members.

Sales Agent Reservations - Southfield, MI - March 1994 to May 1997

Travel, Transportation and Tourism

●Provided high-level customer service to assist vacationers with their travel arrangements. Salesmanship with the ability to meet and even surpass the set target multi-tasking while working in fast paced environment.

●Handled the daily email correspondence

●Processed incoming group reservations via Housing bureau forms, in-house correspondence and facsimiles.

●Drew required formal information from guests and made the entries into PMS computer system.

EDUCATION

Associate in Human Services Baker College - Auburn Hills, MI

American Carer Academy - Banking & Finance

City of Novi Ambassador

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