Customer Service Call Center
Resume:
Promise Towler
Steubenville, OH *****
************@*****.***
Work Experience
Call Center Customer Service Representative
InflectionCX, Inc.-Steubenville, OH
September 2022 to April 2025
• Collaborated with cross-functional teams to escalate complex issues and ensure prompt resolution for customers
• Identified opportunities for process improvement within the call center operations to enhance efficiency and productivity
• Managed irate or upset customers with empathy and professionalism to de-escalate situations effectively
• Implemented proactive measures such as follow-up calls or emails to ensure customer satisfaction after issue resolution
• Maintained up-to-date knowledge of products, services, promotions, and company policies to provide accurate information to customers
• Participated in regular team meetings to discuss challenges, share best practices, and collaborate on solutions for improving overall performance
• Recognized by supervisors for consistently meeting or exceeding performance targets on a monthly basis
• Consistently met or exceeded individual performance metrics including call quality, average handle time, and first-call resolution rate
• Assisted in training new team members on company policies, procedures, and best practices for delivering excellent customer service
Seasonal Tax Agent Representative
Sykes Enterprises, Incorporated-California City, CA February 2022 to June 2022
• Assisted customers with product selection, order placement, and tracking shipments, ensuring accurate and timely delivery
• Implemented proactive measures such as sending personalized follow-up emails or making courtesy calls to ensure customer satisfaction after resolution of their concerns
• Collaborated with cross-functional teams including sales, marketing, and operations to address complex customer inquiries or issues
• Provided product knowledge training to new hires as part of the onboarding process to ensure consistent service quality across the team
• Utilized CRM software to document customer interactions and maintain accurate records for future reference
Remote Customer Service Representative
Lauttamus Communications & Security-Steubenville, OH April 2019 to December 2021
• Provided exceptional customer service and support to remote customers, ensuring their needs were met and issues resolved in a timely manner
• Managed a high volume of incoming calls and emails from remote customers, consistently meeting or exceeding performance metrics for response time and customer satisfaction
• Collaborated with cross-functional teams including sales, billing, and technical support to address complex customer inquiries or concerns remotely
• Assisted remote customers with product recommendations based on their specific needs and preferences, resulting in increased upsell opportunities
• Provided step-by-step guidance to remote customers on how to navigate online platforms or use software applications effectively
• Resolved billing discrepancies for remote customers by investigating account details and coordinating with the finance department for prompt resolution
• Participated in regular training sessions/webinars provided by the company to enhance product knowledge as well as improve communication skills when dealing with remote customers Education
Trade school in Phlebotomy
Ohio Phlebotomy Training Organization-Steubenville, OH February 2024 to August 2024
High school diploma
Steubenville High School-Steubenville, OH
August 2017 to May 2021
Skills
• Negotiation
• Writing Skills
• Account Management
• Technical Support
• Pricing
• Salesforce
Certifications and Licenses
Certified Phlebotomy Technician
August 2024 to Present
Ability to perform blood draws accurately, maintain patient comfort, and ensure proper labeling and handling of specimens. Experience in diverse settings, attention to detail, and communication skills.
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