Call Center Agent

SADIQ SCOTT

*** ******* ******, ******, ** ***** US • 862-***-**** • ************@*****.***

Customer-focused Call center agent with 12 years of experience delivering high quality support in fast paced environments. Skilled in handling inbound and outbound calls, resolving customer concerns, and maintaining a positive customer experience. Strong communicator with proven ability to de-escalate conflicts, troubleshoot issues, and meet performance metrics such as average handling time and customer satisfaction. Proficient in CRM software and multitasking across multiple systems while maintaining accuracy and professionalism. Dedicated to building trust, retaining customers, and contributing to team success.

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Knowledge of billing systems

Service Quality Improvement

Team leadership and mentoring

De-escalation techniques

High-volume transaction processing

Humanities - High School - 2012

University High School - Newark, NJ

Conduent - January, 2018 to Present

E-ZPass Customer Service Center - Newark, NJ

Call Center Rep - Took inbound calls 50-80 a day helped with billing issues, set up new accounts and plans, troubleshooting various issues & helping with general understanding of how EZ Pass works. Call Center Agent - May, 2013 to January, 2018

Discover Financial Services 2500 Lake Park Blvd, Salt Lake City, UT 84120 - Salt Lake City, UT Participated in regular reviews of operational metrics. Calmed customers.

Reduced negative feedback by [8]%.

Reduced call abandonment by [10].%

Relayed customer feedback.

Increased satisfaction rates.

Professional Summary

Skills

Education

Work History

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