Customer Service Call Center

Customer Care Account updating

Call management Product promotion

Problem resolution Record preparation

Positive and professional

Waltaisha Johnson

**** ************ ***** *** ***, Charlotte, NC 28269, 803-***-****, ad6wpb@r.postjobfree.com

Professional Summary Knowledgeable and proactive customer service team member with advanced call management and problem resolution skills. Promote consistency across department by helping to standardize procedures and solutions. Enhance team performance with effective training, mentoring, and quality control skills.

Skills

Experience SEPTEMBER 2021 - March 2022

Customer Service Representative

Alorica Invine, CA

Handled customer inquiries, billing questions, payments, and service requests.

Followed up with customers to offer additional support and check resolution satisfaction.

Documented, researched, and resolved customer service issues. Managed customer calls efficiently in fast-paced call center environment.

Enhanced customer satisfaction with fast, knowledgeable service. Compiled customer feedback to recommend improvements to management.

Discussed promotions and special offers to customers to increase sales.

Anticipated needs and resolved problems to keep customers happy. Organized documentation for new sales, warranties, and service program sign-ups.

Resolved customers' service or billing complaints by exchanging merchandise, refunding money, or adjusting bills.

Sold products to customers during routine service calls using strong cross-selling abilities.

Updated records with all interactions and customers transactions. Met inbound customer needs while maintaining strict performance targets.

MAY 2015 - JUNE 2021

Certified Nursing Assistant

McCoy nursing home Bishopville, SC

WJ

Recorded patient heart rate, pulse, and blood pressure. Transferred patients between beds, wheelchairs, and other locations. Monitored patient conditions and reported problems to nursing staff. Worked alongside registered nursing staff and followed care plans. Assisted with activities of daily living to improve patient quality of life. Offered support, companionship, and stimulation with conversation and recreation.

Documented care actions, vitals, and orders in company software. Kept rooms clean and ready to meet individual needs. Resolved patient issues by quickly responding to calls and emergency issues.

Avoided treatment errors, carefully checking personal details and medication information.

Enhanced patient physical recovery with emotional and social support. JULY 2013 - MARCH 2015

Customer Service Call Center Representative

Skype Sumter, SC

Uncovered customer needs utilizing prescribed customer interaction models and scripts.

Demonstrated quality and service standards consistently when responding to requests.

Employed empathetic approach to maximize opportunity, build rapport with customers, and actively listen to needs.

Offered customers current product and service information to enhance brand awareness.

Managed high volume of claims calls and verified eligibility for requested and optimal solutions to diverse problems. Resolved customers' service or billing complaints by exchanging merchandise, refunding money, or adjusting bills.

Education JUNE 2013

High School Diploma

Lee Central High School, Bishopville, SC

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