Alana Laborde
Marksville,LA
Summary
Dynamic and results-driven professional with extensive experience as a Call Center Representative at MobiLoans, excelling in customer support and problem-solving. Proven track record in reducing call handling time while enhancing client satisfaction through effective communication and empathetic relationship-building. Skilled in payment processing and adept at managing high call volumes with professionalism.
Overview
22
22
years of professional experience
Work History
Call Center Representative
MobiLoans
Mansura, La
05.2025 - 08.2025
- 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.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Office Manager
TT Laborde A/C and Electrical, LLC
Marksville, La
01.2004 - 11.2023
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Answering questions
- Complaint resolution
- Appointment scheduling
- Product knowledge
- Payment processing
- Gathering information
- Calm disposition
- Building rapport
- Inbound phone call management
- Customer service optimization
- Customer relationship management
- Database research
- Logging call information
- Cash handling
- Training experience
- Interpersonal skills
- Data gathering
- Account management
- Documentation and reporting
- Performance improvement
- Brand representation
- Performance monitoring
- Record preparation
- Product or service expertise
- Call handling
- Call documentation skills
- Professional phone voice
- Teamwork and collaboration
Timeline
Call Center Representative
MobiLoans
05.2025 - 08.2025
Office Manager
TT Laborde A/C and Electrical, LLC
01.2004 - 11.2023