Customer Service Call Center

Essence A. Heard

***** ******** ****** ** *******, TX 77073

281-***-**** ️ ********@*****.***

PROFESSIONAL SUMMARY

Experienced and dedicated Customer Service and Call Center Professional with over 5 years of experience in high-volume call environments. Skilled in handling 50+ inbound/outbound calls daily, providing exceptional customer support, team leadership, and data entry. Known for strong communication, time management, and CRM proficiency. Seeking to leverage these skills in a dynamic call center or customer service environment.

CORE SKILLS

• Inbound & Outbound Call Handling

• CRM & Data Entry (Salesforce, Microsoft Dynamics)

• Conflict Resolution & Escalations

• Team Leadership & Coaching

• Call Center Operations & Scheduling

• Microsoft Office Suite (Word, Excel, Outlook)

• QuickBooks Desktop Microsoft Teams

• High Call Volume Efficiency

• Customer Retention & Relationship Building

PROFESSIONAL EXPERIENCE

Customer Service Representative Supervisor (Remote) Consumer Legal Group – New York, NY

Sep 2023 – Present

• Supervised a remote call center team, conducting regular 1:1 coaching sessions.

• Resolved escalated client concerns, ensuring high customer satisfaction.

• Processed client payment changes and ensured data accuracy in CRM.

• Monitored and tracked attendance, boosting team consistency and productivity. Sales Consultant

Mattress Firm – Gainesville, VA

May 2020 – May 2022

• Handled a high volume of inbound/outbound customer inquiries to generate sales.

• Managed customer data entry and delivery schedules in CRM systems.

• Provided tailored product recommendations, exceeding weekly sales targets. Recreation Assistant Manager

City of Dallas Recreation Centers – Dallas, TX

Jan 2019 – Apr 2020

• Assisted with participant registration and customer inquiries via phone and in person.

• Managed administrative duties, including invoicing and database entry.

• Maintained accurate weekly team reports and documentation. Jewelry Consultant

Sears – Tacoma, WA

May 2016 – Dec 2018

• Delivered exceptional customer service in a high-traffic retail environment.

• Maintained jewelry inventory records and completed cash/credit transactions.

• Assisted clients in making purchase decisions over phone and in person. Team Leader / Cashier

Taco Bell – Puyallup, WA

Aug 2015 – Apr 2016

• Managed POS system transactions and maintained accurate cash drawers.

• Handled customer issues promptly, ensuring positive dining experiences.

EDUCATION

Bachelor of Arts in Biology

University of North Texas at Dallas – Expected Completion: Open

CERTIFICATIONS

• Licensed PCA

• Customer Service & Call Center Training (informal)

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