Call center
Resume examples

Performed call center duties for an internet and phone service company.

• Answered approximately 30+ customer calls and online inquiries in a calm, courteous, and professional manner.
• Managed workspace with the most up to date technology in headsets, microphones, laptops, and computer software such as Zoom and Skype.
• Kept and updated a secure and well-organized spreadsheet with confidential information regarding customer addresses, phone numbers, and credit card numbers.
• Addressed non-English speaking customers in their native languages.
• Discussed internet and telephone service issues with customers pertaining to billing, connectivity, and power outages.
• Reported to supervisor any difficulties in dealing with customers.

Complex role requiring strong communication and crisis management skills to deliver impeccable service to customers.

• Managed incoming and outgoing calls from the center to keep customers informed on latest product offerings and updates.
• Provided remote assistance to clients to help them navigate the company website and new products.
• Collaborated with other team leads within the department to improve customer service policies and quality.
• Oversaw onboarding processes for new hires and ensured adherence to established standards.

Maintain strict KPI and customer service standards through stringent training and controls of agents. Monitor and update annually the robust employee training and development program.

• Improved the average customer interaction in high-volume customer service call center by creating and implementing universal call center agent scripts.
• Recommended initiatives to improve customer experience while increasing call center agents’ performance metrics (KPI) by up to 50%.
• Initiated process to increase awareness of promotional events during each customer phone call, earning $50k more revenue than anticipated during annual event.

Technical customer-centric role requiring sharp wit and critical thinking skills to provide effectual support to customers.

• Handled incoming calls from customers to assess issues and proffer prompt solutions.
• Generated detailed reports on support tickets to streamline future support workflows.
• Attended routine staff meetings to keep updated on new company policies and service standards to provide customer with the most up-to-date information upon enquiries.
• Initiated in-person support tickets and ensure to see them through to successful conclusions.

Maintain strict KPI and customer service standards through stringent training and controls of agents. Monitor and update annually the robust employee training and development program.

• Improved the average customer interaction in high-volume customer service call center by creating and implementing universal call center agent scripts.
• Recommended initiatives to improve customer experience while increasing call center agents’ performance metrics (KPI) by up to 50%.
• Initiated process to increase awareness of promotional events during each customer phone call, earning $50k more revenue than anticipated during annual event.

Immersive position requiring critical thinking and customer service skills on execution of duties.

• Shadowed experienced agents to assimilate the most effective practices to deliver the best support to customers.
• Collaborated with colleagues on complex issues to develop and deliver prompt solutions that satisfy client needs.
• Participated in training initiatives and professional development conferences to improve skills.
• Performed ad hoc duties as directed by supervisors.

Demanding position requiring multitasking and communication skills to manage large volumes of customer call-ins daily.

• Leveraged verified data and improved product knowledge to provide recommendations and support to customers to ensure satisfaction.
• Worked under the direct supervision of the department head to executed duties as required.
• Utilized established problem solving and communication skills to provide comprehensive and continuous support to customers.
• Performed ad hoc responsibilities as required by supervisors.

Anticipate customer requirements and recommend appropriate actions for service providers and customers alike. Develop training plans for staff members to ensure industry and professional growth. Responsible for the resolution of escalated customer issues.

• Updated workflows to ensure 15% greater accuracy in service delivery for all product lines.
• Supervise employee interactions with clients’ end users to ensure a positive customer experience.
• Trained new staff on products, standards, and procedures, periodically developing and implementing updated department standards to ensure greatest success of customer service delivery.
• Handle calls during high call volume periods and/or when the need arises.

Answer customer questions and resolve problems with members’ accounts in a timely manner, earning majority positive (94%) customer feedback. Maintain knowledge of all state and federal regulations that are applicable to the transactions performed.

• Mastered product knowledge to upsell compelling product offerings and earn additional monthly revenues of up to $3,000.
• Promoted special store items or promotional events and products to upsell and boost average customer spend by $80 per customer.
• Won “Employee of the Month” three times in one year.
• Exceeded quarterly goals every quarter.