Customer Service Call Center

Teagan Matthews

512-***-**** • ***********@*****.*** • Georgetown, TX, 78628 • WWW: Bold Profile

Hi I'm Teagan! Highly-motivated with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Proactive and professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Summary

Skills • Strong organizational skills

• Time-management skills

• Exceptional communication skills

• Ability to work independently

• Ability to work as part of a team

• Ability to lead a team

• Detail-oriented

Ability to handle multiple tasks

simultaneously

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Ability to keep up in a fast-paced

environment

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• Complaint Handling

• Complaint resolution

• Call center experience

• Inbound and Outbound Calling

• De-Escalation Techniques

• Client Relations

• Account Management

• Retail Marketing

• Courteous demeanor

• Microsoft PowerPoint

• Escalation management

• Refunds processing

• Calm Demeanor

• Multi-Task Management

• Microsoft Excel

• Call Center Operations

• Administrative Support

• Researching

• Training development aptitude

• Store maintenance

• Customer Service

• Staff Training

• High-energy attitude

• Customer Relationship Management (CRM)

• Building rapport

• Tactful and diplomatic

• Dispute Resolution

• Call center procedures

• Grammar

• Key stakeholder relationship building

• Credit card payment processing

• Paperwork Processing

• Lead Generation

• Data Entry

• Scheduling

• Call Management

06/2023 - Current

Office Assistant - CSR, J R Excavating, Georgetown, TX Experience

• Provided customer service support to customers over the phone and by email.

• Identified customer needs and provided appropriate solutions.

• Participated in team meetings or training sessions when necessary.

• Updated job knowledge by participating in educational opportunities.

• Ensured compliance with applicable laws and regulations for provision of services.

• Adhered to company's established protocols for handling confidential data. Managed multiple tasks simultaneously while providing excellent customer service experience.

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• Consulted with customers regarding needs and addressed concerns. 08/2022 - 11/2022

Assistant Manager, Spirit Halloween

• Handled customer inquiries and complaints in a timely manner.

• Processed orders, forms, applications, and requests.

• Researched required information using available resources.

• Followed up with customers to ensure their satisfaction.

• Maintained records of customer interactions, transactions, comments, and complaints.

• Gathered feedback from customers regarding products and services.

• Organized daily work schedules for staff, assigning duties and responsibilities accordingly. Responded promptly to customer inquiries or complaints regarding products or services provided by the company.

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Served as liaison between management team members and front-line staff in order to facilitate communication flow.

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• Delegated duties to employees based on skillset.

• Delegated work to staff, setting priorities and goals. Provided expert customer service and support to customers, including troubleshooting technical issues.

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• Trained new customer service representatives on company policies and procedures.

• Handled escalated customer complaints with professionalism and empathy. Collaborated with cross-functional teams to identify root causes of issues faced by customers during their interactions with us.

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Coached team members on various aspects related to their roles such as soft skills training, sales techniques.

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• Ensured compliance with applicable regulations while delivering excellent customer service. Managed workflow efficiently within a fast-paced environment while maintaining high standards of accuracy and quality control.

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• Performed additional tasks as assigned by senior management. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

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• Answered inbound calls, chats and emails to facilitate customer service. Remained calm and professional in stressful circumstances and effectively diffused tense situations.

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• Developed strong customer relationships to encourage repeat business. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

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Assisted in the development of operational strategies to ensure efficient and productive operations.

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Provided guidance and support to junior staff members on daily tasks, projects, and objectives.

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• Conducted regular performance reviews for employees to identify areas of improvement.

• Coordinated with other departments to ensure smooth flow of operations.

• Developed a system for tracking inventory and ordering supplies as needed.

• Resolved conflicts between team members in an effective manner.

• Served as a liaison between staff members and senior management personnel.

• Resolved customer inquiries and complaints requiring management-level escalation.

• Delegated work to staff, setting priorities and goals. Remained calm and professional in stressful circumstances and effectively diffused tense situations.

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Organized training sessions for new hires to familiarize them with the workplace environment.

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• Completed variety of physical labor tasks.

• Supervised staff in a variety of tasks to ensure efficient operations. 01/2020 - 01/2022

Cashier, Michaels

• Opened store in accordance with corporate policies and procedures.

• Managed the cash register, processed payments, and handled returns and exchanges.

• Performed opening and closing duties such as setting up registers and balancing drawers. Greeted customers and answered any questions they had about the store's products and services.

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Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.

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Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.

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• Issued receipts, refunds, credits or change due to customers.

• Stocked shelves with merchandise when needed.

Assisted customers over the phone regarding store operations, product information and order placement.

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• Answered customer inquiries regarding store policies and procedures.

• Processed returns and exchanges of merchandise in accordance with store policies. Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.

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• Ensured compliance with all safety regulations within the store environment. Provided excellent customer service while promoting loyalty programs to increase sales potential.

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Organized promotional displays or arrange merchandise on counters or tables to promote sales.

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• Performed other duties as assigned by management.

• Operated cash register or POS system to receive payment by cash, check and credit card.

• Accepted cash and credit card payments, issued receipts and provided change.

• Answered customer questions and provided store information. Delivered high level of customer service to patrons using active listening and engagement skills.

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• Helped customers find specific products, answered questions, and offered product advice. Trained new team members in cash register operation, stock procedures, and customer services.

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• Answered phone calls to assist customers with questions and orders. 10/2024

Associate Degree

Austin Community College, Austin, TX

01/2021

High School Diploma

Liberty Hill High School, Liberty Hill, TX

Education And

Training

Certifications TABC tobacco & alcohol sales

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