Responsive Call Center Professional with Strong Customer Service Focus
Resume:
C O N T A C T
***************@*******.***
Atlanta, GA 30318
S K I L L S
W O R K H I S T O R Y
J U N 2 0 2 5 - C U R R E N T
Call Center Representative
Opus Inspections Atlanta, GA(hybrid)
N O V 2 0 2 3 - C U R R E N T
Direct Support Person (DSP)
Southern Community Living Macon, GA
Dynamic call center professional with
exceptional communication skills
and a proven track record in
managing customer interactions.
Strong organizational abilities and a
talent for effectively addressing and
overcoming customer objections.
Known for employing active listening
and empathy to resolve concerns
while consistently maintaining a calm
and professional demeanor in high-
pressure environments. A dedicated
team player who thrives on
collaboration and is committed to
delivering outstanding customer
service.
Jessica
Alston
Microsoft Office
Firewall (5 years)
Front desk
Analysis skills
CRM software
QuickBooks
Windows
Recruiting (2 years)
Help desk
I work for opus inspections (Georgia clean Air Force) I handle applications for people for needs waivers for emissions Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs. Identified upselling opportunities to increase revenue generation. Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers. Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
E D U C A T I O N
J U N 2 0 0 7
High School Diploma
William Allen High School Allentown, PA
S E P 2 0 2 2 - D E C 2 0 2 3
BDC Representative
Butler Toyota Inc Macon, GA
A P R 2 0 2 2 - A U G 2 0 2 3
Caregiver
Visiting Angels Macon, GA
A P R 2 0 1 9 - A P R 2 0 2 2
Front Desk Associate
Holiday Inn Express and Suites Macon, GA
N O V 2 0 1 7 - J A N 2 0 1 9
Customer Service Representative/Call Center
Rent to Own Warner Robins, GA
Vital signs
Hotel experience
Alzheimer's care
TCP/IP
Account management
Leadership
Desktop support
POS
IT support
LAN
Lead generation
Developmental disabilities experience
Accounts receivable
Crisis management (6 years)
Digital marketing
Product demos
SEO
Clerical experience
Outbound calling
Assisting with ADLs
Zendesk
B2B sales
Records management
VPN
Served as an advocate for clients'' rights by attending meetings with service providers and voicing concerns when necessary. Customized communication tools such as visual schedules or social stories which made information more accessible for all learners. Assisted clients with medication administration, ensuring proper dosage and adherence to prescribed schedules.
Maintained accurate records of client progress, incidents, and daily activities for effective case management purposes. Evaluated ongoing effectiveness of interventions using data collection methods like frequency charts or anecdotal observations. Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
Optimized CRM system usage for efficient tracking of leads, prospects, and client communication history.
Expanded clientele base with targeted prospecting efforts to identify potential customers in the market area.
Facilitated seamless hand-offs between departments by effectively communicating client needs and expectations.
Developed strong business relationships to provide service and value beyond customer expectations.
I take care of elderly veterans
Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention. Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Resolved guest issues effectively, ensuring a positive customer experience.
Answered guest questions and offered referrals to local points of interest.
Maintained strict guest privacy standards by securely handling sensitive information such as payment details or personal data. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
C E R T I F I C A T I O N S A N D L I C E N S E S
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Assisted customers in navigating company website and placing online orders, improving overall user experience.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients. navigated between live chat and phone support
Driver's License
First Aid Certification
CPR Certification
Non-CDL Class C
Food Handler Certification
Bartender License
BLS Certification
Personal Care Aide (PCA)
Certified Apartment Manager
CADC
Confidential Clearance
Certified Medication Aide
AED Certification
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