Customer Service Call Center

Azalia Faye Johnson Calhoun

Phone Number:318-***-****

Email: ***************@*****.***

Skills: Data Entry, Billing, Excel, Word, Spirit System, Active listening skills, Motivated Team Player, Call Center Experiences, Customer Service Oriented, Sales Experience,Strong Work Ethic, Ticket Processing,(CRM system),Problem solving abilities,Time Management,Stress Management,Communication Skills. Microsoft Office,Adobe,Outlook,Snow ticketing system, Salesforce WORK HISTORY

General Dynamic Technology Institute (Sam.Gov) Work From Home

(03/2022-06/2025)

6310 E.Texas St

Customer Service Representative for (GSA Contract)

· Respond to incoming service calls and providing accurate information servicing the client

· Documenting Interactions within the (SNOW SYSTEM) for quality assurance and follow up purpose if needed on behalf of our client

· Adhering to Script : To provide accurate and appropriate information to resolve the client issue · Diagnosing, identifying, isolating and analyzing problems utilizing problem-solving tools provided in the system, that was included in knowledge articles that gives step by step instructions on how to handle each user issue

· Provide assistance with navigating the sam.gov website to the client to register or renew registration within sam.gov, follow-up on incident tickets that was created previously for any troubleshooting issues or registering issues Manage call escalations

Maintaining Professionalism,Demonstrating courteous and respectful behavior at all times

Meeting Performance Targets,Achieving Key performance indicators(KPIS) such as average handling times(AHT) and first call resolution(FSR) Continuous Learning by Participating in training and feedback sessions to improve service and quality

General Dynamics Technology Institute-New Mexico BMS Medicaid Contract Work From Home (03/10/2025-4/10/2025)

6310 E.Texas St

Customer Service Representative

· Respond to incoming service calls from the (New Mexico Medicaid Call Center )and provide an outgoing call to the client to resolve their issue by

· Documenting Interactions within the within (SALESFORCE) on behalf of our client

· Adhering to the script Provide accurate and appropriate information to resolve the client issues

· Diagnosing, identifying, isolating and analyzing issues by utilizing problem solving tools provided by the system,known as knowledge articles that relate to the client issue.

· Documenting the incident status by conducting three outbound calls to follow up with the client to see if their issues was taken care of with the information that was provided by email or voicemail if the client was not reachable Teleperformance Call Center(04/2019-09/2019)

5800 W.Bert Kouns

Customer Service Representative(SPRINT GOLD)

· Answer incoming calls in a timely manner & professional

· Process debit card transactions to users that need to pay Cell Phone bills

· Documenting the incident and the status by using the( SALESFORCE)system Transfer calls to other departments as needed

· Read Knowledge Articles for instruction for assisting customers

· Dispute transaction as needed

Rainbow Clothing Store

6721 Pines Rd

Assistant Store Manager- (07/2013-07/ 2022)

· Process payroll

· Run daily reports

· Process shipment

Provided daily goals for the store alongside the store manager Make daily deposits to bank

· Process Daily Task sheets

· Maintain safety bulletin reports

· Help assist with Weekly payroll records

· Ensure delivery is handled and stored properly

· Organize task and duties for employees in the absence of the Store Manager

· Assist customer in a timely manner when entering the store and to service their needs Rainbow Clothing Store-

5000 North Market Permanently Closed(03/ 2008-08/2012) Store Manager

· Interact with customers on a daily basis, providing information on the latest styles and upcoming fashion

.Performed customer satisfaction, including problem analysis & resolutions

· Receive data from customers via email with feedback concerning their shopping experience at the store

· Hired and trained sales associates for the store

· Monitor staff to process Receipts & Shipments.

· Track and Maintain Inventory, through (EXCEL)

· Perform shipping and receiving activities.

· Process Weekly payroll and record billing expenses for the store

· Maintain attendance, vacation and benefits time for employees.

· Revise policies and procedures where necessary to improve productivity

· Administer coaching for employee performance

Education: Huntington High School, Shreveport,La 71129 Awards: Good Attendance, Management Training Seminars Completed, Quality Score 100% for 3months to 5months

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