Jamie Outlaw

Communicating internally with operating centers and other departments. Work alone  without supervision.
Contact with customers who are shipping packages. Check shipping addresses, perform packaging quality inspections and complete sales transactions. Package tracking, package processing and daily records accounting.
Physical fast-paced lifting, lowering and sliding packages that typically weigh 25 - 35 lbs. and may weigh up to 70 lbs. or more. Operation of cash register and credit card machine. Ability to effectively use the UPS tracking system.

 Customer service skills and problem solving skills in a fast pace environment meeting UPS appearance guidelines. Use DIAD board to deliver packages. Retrieving packages for customers that have been placed in will-call or postcard room.

Learned UPS shipment rates and features of service, billing and collection procedures.

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Maintained up-to-date knowledge of product and service changes.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Identified upselling opportunities to increase revenue generation.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.