Customer Service Call Center

Andrea Haynes

Bristol, TN

423-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Efficient customer service professional with 7+ years of experience in call centers. Adapt at handling 50+ calls on a daily basis while consistently resolving client issues smoothly and quickly. Seeking to apply excellent customer service and problem-solving expertise to benefit your company as a call center representative. SKILLS

● Customer Service Customer Relations

● Good Communications Call Center Experience

WORK HISTORY

SALES ASSOCIATE

Dollar General - Bristol, TN - 01/05/2025-Present

Customer service, cashier, assisting customers with finding products, stocking in between customers, maintaining clean work area, cleaned store & bathrooms CONNECTED CAR RESPONSE SPECIALIST ㄧ10/2024 to 11/2024 SiriusXM - Irving, TX (Remote)

● Handles incoming customer calls from landline and in-vehicle applications. These calls may be related to points of interest destinations, stolen vehicle location, roadside assistance, remote phone applications, emergency and collision calls, troubleshooting or general customer service.

● Consistently utilize effective communication, knowledge retention and recall, speed and efficiency, creative problem solving, emotional stability and empathy.

● Connect and build rapport with a variety of customer types by using common courtesy, creating empathy, actively listening, educating, and offering solutions which cater to our customers’ needs.

● Diffuse high-tension situations as the need arises and goes above and beyond to create resolve to issues and customer complaints.

● Utilize multiple systems and various tools available to stay abreast of changes and new information. This is key to assisting customers correctly and appropriately.

● Consistently achieve KPI call center metrics such as Call Quality, Schedule Adherence, Schedule Conformance, Attendance, and Average Handle Time Customer Service Specialist

April 24-July 24

Advanced Call Center Technologies Kingsport, TN

Issuing credit monitoring coupons for Experian to customers that were affected after the AT&T data incident.

Transferred to either AT&T customer service or Experian to set up an account. Customer Service Expert/Roadside Dispatcher

Oct 23-Mar 24

Allied Dispatch Solutions Johnson City, TN

Ensure customers/ members are in a safe location

Set up the roadside service needed (jump start, door unlock, tow, fuel delivery, winch Ensuring the correct location of the customer/member by using multiple mapping systems

Liaison between the customer/member & service provider so there are no problems Dispatch to the service provider, confirming all notes Handle callbacks accordingly, changes in service, equipment or missed ETAs. Great empathy skills, personalize the conversation when appropriate Financial Services Representative

Mar 23-Apr 23

Advanced Call Center Technologies Boones Creek, TN Inbound calls to assist with Financial retirement accounts. Extensive training on Financial services and planning with Bank of America Mailing checks from retirement accounts

Moving money between accounts when requested.

Assisted with account changes and inquiries

Account Services for Sprint/T-Mobile/ Retention

Apr 20–Jul 22

Teleperformance Bristol, TN

Keep up to date on policy changes & new products and services. Provide correct and timely information to customers on products and services Identify customer needs, handle inquiries, complaints and requests Liaise with other departments to resolve issues

Process and direct customers’ request to the concerned department Enter data and maintain account change information Encouraged customers to maintain their patronage & loyalty to Sprint/T-Mobile Take payments via telephone

Keep up to date on policy changes & new products and services. Returns Associate

Jul 18-Aug 18

HSN through Elwood Staffing Piney Flats, TN

Returns Associate

Processing returns

Re-bagging purses

GTP Packing - packing orders to ship

Speed line

Special projects, relabeling items, wrapping & moving them with a pallet jack. Response Associate Dispatcher

Aug 16-May 18

Agero Blountville, TN

Ensure customers/ members are in a safe location

Set up the roadside service needed (jump start, door unlock, tow, fuel delivery, winch Ensuring the correct location of the customer/member by using multiple mapping systems

Liaison between the customer/member & service provider so there are no problems Discuss coverage for the road service

Dispatch to the service provider, confirming all notes Handle callbacks accordingly, changes in service, equipment or missed ETAs. Great empathy skills, personalize the conversation when appropriate Credit Customer Service Representative

Jun 16-Jul 16

Citi Gray, TN

Review credit applications

Makes decisions on approval or denial

Great empathy skills & resolving the customer's issues in a timely manner. Call Center Customer Account Services Rep

Retention (HPC)

Dec 15- Feb 16

Sprint Blountville, TN

Provide correct and timely information to customers on products and services Identify customer needs, handle inquiries, complaints and requests Liaise with other departments to resolve issues

Process and direct customers’ request to the concerned department Request feedback from customers to check efficiency of products Enter data and maintain account change information Take payments via telephone

Sales

EDUCATION

High School Diploma

Sullivan Central High School 1993-1997

Blountville, TN

● Computers

● Latin

● Natural Helper

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