Allyson Freeman
Chattanooga,TN
Summary
Results-driven professional with extensive experience in customer support and quality assurance. Skilled in analyzing customer feedback and implementing process improvements that lead to increased efficiency and satisfaction. Committed to fostering strong relationships and ensuring exceptional service delivery.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Representative
T-Mobile
Chattanooga, TN
10.2015 - 04.2026
- Resolved customer inquiries and issues, ensuring high satisfaction levels through effective communication.
- Trained and mentored new team members on company policies and customer service protocols.
- Implemented process improvements that enhanced workflow efficiency and reduced response times.
- Analyzed customer feedback to identify trends, driving enhancements in service delivery.
- Handled customer inquiries via through e-mail correspondence
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and repeat business.
- Managed complex issues by utilizing conflict resolution techniques to enhance customer experiences.
- Coordinated with cross-functional teams to streamline service processes and improve response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Business Management
Colorado Technical University
Colorado Springs, CO08-2025
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Call control
- Database management
- Account management
- Conflict management
- Escalation management
- Cross-functional collaboration
- Call center experience
- De-escalation techniques
Timeline
Senior Customer Service Representative
T-Mobile
10.2015 - 04.2026
Bachelor of Science - Business Management
Colorado Technical University