Customer Service Call Center

404-***-**** • *******@*****.***

Gwendolyn Quinn

CSR with a focus on enhancing customer experiences within a high-volume call center environment. Demonstrates strong customer engagement and team collaboration skills, effectively addressing customer concerns with empathy and clarity. Excels in multitasking as well as passionate about my performance. I have Trained and mentored new hires, serves as a Team Chat Captain who supports and assist the team chat with any questions or concerns regarding our company’s process. EMPLOYMENT HISTORY

Premier SVC Consultant

AT&T, Atlanta — Jan 2023 – Present

• Account Management

• Troubleshooting

• Billing Inquires

• Service Optimization

• Product and Service Education

• Customer Communication

• Sales

Claims Associate

State Farm Insurance, Dunwoody, Ga — Jun 2021 - Jun 2022 Processed complex insurance claims, applying industry regulations to ensure accurate settlements. Developed streamlined workflow, reducing processing time and enhancing customer satisfaction. Managed large amounts of incoming calls in a call center environment Utilized computer technology to handle high call volumes. Worked with customer service manager to ensure proper customer service is being delivered. Went the extra mile to engage customers

Processed payments

Set up rentals

Set up tow request

Set up new auto claim

Managed high-volume caseload, consistently meeting deadlines. Implemented new claim evaluation technique, leading to more precise assessments and improved claim resolution rates. Provided empathetic customer service during stressful claim situations. Developed rapport with clients, effectively explaining complex policy terms and guiding them through the claims process. Customer Service Representative

Wipro, Atlanta, Ga — Feb 2019 - Nov 2019

Managed large amounts of incoming calls in a call center environment. Resolved product or service problems by clarifying the customer's complaints; determined the cause of the problem; selected and explained the best solution to solve the problem; expedited correction or adjustment; followed up to ensure resolution. Greeted customers warmly and ascertained problem or reason for calling. Canceled or upgraded accounts.

Informed customer of deals and promotions to sell products and services. Utilized computer technology to handle high call volumes. Worked with customer service manager to ensure proper customer service is being delivered. Troubleshoot support Retention Specialist

Nexxlinx, Duluth, Ga — Oct 2015 - Jan 2019

Drove customer retention through targeted outreach, resolving issues and enhancing satisfaction. Implemented strategies that led to a substantial increase in client loyalty. Analyzed customer feedback to identify key retention drivers. Utilized data-driven insights to refine outreach strategies. Provided empathetic support to at-risk customers, addressing concerns and rebuilding trust. Cultivated long-term relationships, contributing to a notable increase in client retention. Tracked inbound calls in the retention department of a call center environment. Discounted, and upgraded services upon request.

Self-directed in performing duties that implemented, improved, and enhanced the work environment SKILLS

Customer Engagement

Time Management Multitasking

Active Listening Communication Skills

Training Development

Team Player

Leadership

EDUCATION

High school diploma

Tylertown High School — May/1987

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