Agnes BAH
Greenbelt,MD
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
10
10
years of professional experience
Work History
Lead Call Center Coordinator
Family and Nursing Care
07.2019 - Current
- Manage clients interactions across multiple channels, including phone, email, chat, and social messaging platforms
- Communicate with empathy, understanding and identify solutions to ensure guest satisfaction, diffusing conflicts
- Maintained relationships of both internal and external clients
- Performed a variety of concurrent tasks, handled escalations, time critical issues, maintained time sensitive records, and created reports
- Chart Review patient charts ensuring all procedural documentation and consent forms are present.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Service Representative
S3 Shared Solutions
02.2014 - 07.2019
- Answered 60 +calls per shift exceeding call target volume
- Resolved costumer dispute in a timely fashion by leveraging products knowledge
- Resolves and clarifies members' concerns, selects, and explains the best solution to solve the problems and follows up to ensure resolution
- Performs administrative duties to support and provide outstanding service excellence to members
- Accurately performs troubleshooting for technological issues from members related to the website applications including computer, internet, browser, online and mobile banking
- Provided excellent customer experience, handling questions about order status, shipping information, and tracking
- Handle customer escalations surrounding fees, charges, disputes, and banking policies.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Responded to customer calls and emails to answer questions about products and services.
Education
Certification - Medical Assistance
Medtech College
Business Administration
Montgomery College
Silver Spring, MDSkills
- Working independently in a remote work environment
- Outstanding oral and verbal communication
- Air call (proficient)
- 60 WPM data entry
- Organizational skills
- Conflict resolution
- Quality assurance
- Problem-solving abilities
- CRM software knowledge
- Time management
Timeline
Lead Call Center Coordinator
Family and Nursing Care
07.2019 - Current
Service Representative
S3 Shared Solutions
02.2014 - 07.2019
Certification - Medical Assistance
Medtech College
Business Administration
Montgomery College