Alexia Brooks
Nacogdoches,TX
Summary
Accomplished Call Center Team Lead with a proven track record at Teleperformance USA, enhancing customer satisfaction and retention through expert escalation handling and effective team management. Skilled in multitasking and maintaining professionalism under pressure, I've driven significant improvements in service quality and efficiency.
Overview
6
6
years of professional experience
Work History
Call Center Team Lead
Teleperformance USA
04.2023 - Current
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
- Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
- Maintained up-to-date knowledge of industry trends and best practices, utilizing this information to guide the team''s ongoing development.
Call Center Representative
S&P Data LLC
08.2021 - 04.2023
- 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.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Sales Consultant
Sprint
05.2019 - 08.2021
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Contributed to a positive work environment by supporting fellow Sales Consultants in achieving their individual goals and targets.
Education
NA - Nursing Administration
Remington College
Shreveport, LAHigh School Diploma -
Mansfield Highschool
Mansfield, La05.2019
Skills
- Call center customer service
- Team management
- Escalation handling
- Quality assurance
- Policy enforcement
- Call routing
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Calm and professional under pressure
Timeline
Call Center Team Lead
Teleperformance USA
04.2023 - Current
Call Center Representative
S&P Data LLC
08.2021 - 04.2023
Sales Consultant
Sprint
05.2019 - 08.2021
NA - Nursing Administration
Remington College
High School Diploma -
Mansfield Highschool