Call Center Support Representative
Resume:
VANESSA PURDY
S U MMARY
Reliable and service-oriented Call Center Support Representative with hands-on experience managing large volumes of inbound and outbound customer calls in fast-paced environments. Skilled at resolving a wide range of customer concerns, including service inquiries, technical troubleshooting, and account issues, while maintaining professionalism and empathy. Proficient in using CRM systems to accurately document customer interactions, track case progress, and follow through on resolutions. Experienced in handling difficult conversations, de-escalating conflicts, and ensuring customer needs are fully addressed. Known for strong communication skills, active listening, and the ability to balance multiple tasks without compromising quality. Successfully met and exceeded key performance goals, such as customer satisfaction scores, first-call resolution rates, and call handling efficiency. Committed to providing exceptional customer support and building long-term client relationships. E X P E R I E N C E
Call Center Support Representative
Merchant Cooperative July 2025 - Current
Business Student
Devry University January 2021 - Current
Provided front-line customer support in a high-volume call center, handling a wide range of inquiries, technical issues, and service requests, with professionalism and efficiency.
Resolved customer concerns promptly by actively listening, troubleshooting issues, and delivering accurate solutions to maintain high satisfaction levels. Managed and prioritized daily call queues while maintaining detailed records of customer interactions and follow-up actions in CRM systems. Collaborated with internal departments to escalate complex cases and ensure timely resolution, improving overall service response times. Consistently met or exceeded performance targets, including call handling time, resolution rates, and customer satisfaction scores, in a fast-paced, metrics-driven environment.
Actively pursuing a business degree with a focus on supply chain management, operations, and data analysis to build a strong foundation for career growth in logistics and business operations.
Developed practical skills in project coordination, inventory management, and vendor relations through coursework and hands-on assignments. Gained proficiency in Microsoft Excel, Google Workspace, and data analysis tools to support business decision-making and reporting. Collaborated on team projects to solve real-world business challenges, improving communication, problem-solving, and critical thinking abilities. Demonstrated strong time management by balancing academic responsibilities, part-time work, and extracurricular activities in a fast-paced learning environment. R E F E R E N C E S
S K I L L S
Customer service and client support
High-volume call handling
Problem solving and issue resolution
CRM systems (Customer
Relationship Management)
Active listening and communication
Conflict resolution and
de-escalation techniques
Multi-tasking and time
management
Data entry and call documentation
Cross-functional collaboration
Performance metrics and quality
assurance
Technical troubleshooting
Product and service knowledge
Adaptability in fast-paced
environments
Remote customer support
Customer satisfaction and retention
strategies
Dean's List, 2025
Cpr certified, Red Cross, 2025
C O N T A C T
*****.*******@******.***
Summerville, 29483 SC
https://www.linkedin.com
/in/vanessa-purdy-67426b21a
E D U C A T I O N
BBSU
Business Science, accounting
DeVry University
pursuing BBSU
Expected in March 2026
C E R T I F I C A T I O N S
References available upon request.
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