Senior Customer Service Professional with Call Center Expertise

Edmond Kem Acha

College Park, MD ***** 240-***-**** ****************@*****.***

Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality- focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.

• Analytical thinking • Data Entry and protection

Customer support Call center experience

Quality assurance CRM software

De-escalation techniques

Senior Customer Service Representative, 04/2024 - 12/2025 American Express – Houston, Texas

Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.

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• Established strong rapport with customers, fostering long-term relationships and repeat business. Resolved customer service issues using company processes and policies and provided updates to customers.

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Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.

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• Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes. Customer Service Representative, 12/2022 - 03/2024 Premier Health Services – Rockville, MD

• Answered about 50-80 incoming calls from patients, families, or partners per day Professional Summary

Skills

Work Experience

• Handled inquiries, complaints, and service request

• Provided information about healthcare services and policies

• Documented all interactions with patients in the system or CR

• Improved resolution time with effective problem-solving for customer complaints.

• Scheduled appointments.

• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues. Call Centre Agent, 08/2021 - 12/2022

AT&T Mobility – Golden Valley, MN

Managed high call volumes while providing exceptional customer support and maintaining professional composure.

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Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

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Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

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• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner. Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

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Maintained detailed records of customer interactions, streamlining communication efforts between various departments.

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Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.

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• Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty. Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.

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Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.

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Data Entry Administrator, 02/2017 - 07/2018

Grosso Electronics SARL – Douala, Littoral

• Maintained high levels of data confidentiality, adhering to strict security protocols and guidelines.

• Improved data accuracy by meticulously verifying and correcting information during entry.

• Reduced errors and increased efficiency through thorough proofreading and editing of entered data. Remained adaptable to changing workloads and priorities while maintaining a high level of organization and attention to detail.

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• Optimized existing spreadsheets for better tracking and analysis of entered data. Bachelor of Science: Banking And Finance, 08/2018

Institut Universitaire Du Golfe De Guinee (IUG) - Douala, Cameroon English French

- Sales Management Fundamentals, LinkedIn Learning

- Mastering the Art of Sales, Coursera

- Customer Success and Relationship Management, Udemy REMOTE ONLY

Education

Languages

Certifications

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