3D printing
Timothy Nelson
Call Center Agent
west mifflin,pa
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
contact center specialist
UPMC
Pittsburgh, Pa
12.2021 - 05.2022
- Assisting patients with billing issues
- Provide assistance with medical coding/billing errors
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Attended telephone skills and program information training sessions to boost aptitude.
Emergency Road Service Agent
AAA
Pittsburgh, Pa
08.2019 - 03.2021
- Assisting customers with billing issues
- Upsell services that the customer doesn't have on every call
- Used my vast knowledge of products to build rapport
- Communicated in a pleasant and cheerful way to build rapport with customers
- Responded to over 70+ daily caller requests with information about assistance and timeframes.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Delivered services to customer locations within specific timeframes.
Call Center Agent
Alorica
Pittsburgh, Pennsylvania
08.2018 - 08.2019
- Assisting customer with billing issues
- Upsell services that the customer doesn't have on every call
- Used my vast knowledge of products to build rapport
- Communicated in a pleasant and cheerful way to build rapport with customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Sales Associate
Swirling Wind Vapors
Pittsburgh, Pa
03.2017 - 10.2017
- Provide product knowledge to potential consumers
- Provided tech help to customers with faulty/non working products and provided the best possible customer service to keep the relationship with the customer
- Provided product info to customer and built rapport by educating customers on new products and services we offer
- Actively researched new products to keep my knowledge up on a constantly changing market.
Sales Associate
Kommoncentz
West Mifflin, PA
08.2016 - 12.2016
- KommonCentz llc, west mifflin pa
- Cross compared competitors to make sure my customers got the best value of service possible
- Provided tech help to customers with faulty/non working products and provided the best possible customer service to keep the relationship with the customer
- Provided product info to customer and built rapport by educating customers on new products and services we offer
- Actively researched new products to keep my knowledge up on a constantly changing market
- Gap in employment from
- Engaged with customers to build rapport and loyalty.
- Prepared merchandise for sales floor by pricing or tagging.
Sales associate
T-Mobile inc
west mifflin, Pa
03.2014 - 01.2015
- Used my vast knowledge of products and services to sell to potential customers
- Ensured the highest levels of customer service and satisfaction
- Provided a polite and courteous sales environment for all customers and employees
- Proactively researched competitors to provide price comparisons on services.
- Engaged with customers to build rapport and loyalty.
Outbound sales agent
santander Bank
Pittsburgh, PA
10.2013 - 02.2014
- Collaborated and communicated across organizational levels to derive new strategies for reaching broad range of customers and document progress.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
Sales Associate
2020 Companies
Homestead, PA
04.2013 - 06.2013
- Engaged with customers to build rapport and loyalty.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Solved customer challenges by offering relevant products and services.
Sales Associate
Walmart
West Mifflin, PA
10.2012 - 12.2012
- Engaged with customers to build rapport and loyalty.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Solved customer challenges by offering relevant products and services.
Call Center Agent
trg corp
Pittsburgh, PA
07.2011 - 08.2011
- Assisting customer with billing issues
- Upsell services that the customer doesn't have on every call
- Used my vast knowledge of the products build rapport
- Communicated in a pleasant and cheerful way to build rapport with customers
- Gap in employment due to job searching.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Call Center Representative
Alorica
West Mifflin, PA
10.2007 - 12.2010
- Assisted members with questions regarding their membership
- Communicated with customers daily in order to build rapport
- Communicated information clearly and accurately
- Committed to assist and support others while maintaining a cheerful and helpful attitude
- Built rapport with customers through effective and precise communication
- Trained in and maintained excellent interpersonal and communication skills that complement proven creative problem solving capabilities
- Researched new and followed up on existing disputes and problems
- Successfully pacified hostile or antagonistic callers and negotiated a mutually agreeable solution by providing alternatives to reconcile the customers needs with the company's guidelines
Customer Service Agent
Giant Eagle
pittsburgh, pa
06.2022 - 10.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Education
High School Diploma -
West Mifflin Area High School
West Mifflin, PA 01.2002 - 01.2006
Skills
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Interests
Timeline
Customer Service Agent
Giant Eagle
06.2022 - 10.2024
contact center specialist
UPMC
12.2021 - 05.2022
Emergency Road Service Agent
AAA
08.2019 - 03.2021
Call Center Agent
Alorica
08.2018 - 08.2019
Sales Associate
Swirling Wind Vapors
03.2017 - 10.2017
Sales Associate
Kommoncentz
08.2016 - 12.2016
Sales associate
T-Mobile inc
03.2014 - 01.2015
Outbound sales agent
santander Bank
10.2013 - 02.2014
Sales Associate
2020 Companies
04.2013 - 06.2013
Sales Associate
Walmart
10.2012 - 12.2012
Call Center Agent
trg corp
07.2011 - 08.2011
Call Center Representative
Alorica
10.2007 - 12.2010
High School Diploma -
West Mifflin Area High School
01.2002 - 01.2006
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