Summary
Overview
Work History
Education
Skills
Timeline
Generic

AMARI CHARLES

Summary

Technical Support Advisor with over 9 years of experience in customer service and sales environments, skilled in streamlining processes for enhanced efficiency and confidentiality management. Previously led a team at Lowe’s, enhancing customer engagement and sales through effective promotions and relationship building. Proficient in handling complex customer inquiries and billing as demonstrated in roles at Concentrix and Clutch, ready to apply these skills to further contribute to organizational success.

Overview

10
10
years of professional experience

Work History

Technical Support Advisor

Cox
09.2022 - Current
  • Assist clients with technical issues, enhancing satisfaction and reducing resolution time.
  • Resolve complex technical queries, improving client retention and service efficiency.
  • Collaborate with team to streamline support processes, achieving measurable improvements.
  • Analyze customer feedback to refine support strategies, driving positive outcomes.
  • Resolved technical queries by diagnosing issues promptly, leading to a noticeable reduction in average response time and improved service metrics.
  • Provided comprehensive training and support to new team members, contributing to a more cohesive team environment and quicker onboarding.
  • Monitored system performance and user feedback, implementing improvements that resulted in marked gains in operational efficiency.
  • Engaged with customers to understand their needs, successfully upselling services that aligned with their requirements and strengthened client relationships.

Call Center Representative

Maximus Call Center
03.2020 - 07.2023
  • 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.
  • 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.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.

Sales Associate Team Leader

Lowe’s
05.2019 - 10.2022
  • Led team in enhancing customer service, boosting satisfaction scores significantly.
  • Promoted sales events, increasing customer engagement and purchase frequency.
  • Managed POS systems efficiently, ensuring accurate transaction processing.
  • Built strong customer relationships, contributing to measurable sales growth.
  • Utilized suggestive selling, achieving notable increases in sales volume.
  • Fostered a team-oriented environment by training new associates, enhancing team collaboration and boosting overall sales performance.
  • Implemented targeted sales strategies that increased customer engagement, leading to noticeable results in overall store revenue.
  • Analyzed customer feedback to tailor product recommendations, strengthening customer loyalty and enhancing the shopping experience.
  • Streamlined inventory management processes, reducing stock discrepancies and improving product availability for customers.
  • Monitored sales trends and identified opportunities for upselling, contributing to substantial improvements in monthly sales figures.

Call Center Agent

Clutch
05.2017 - 04.2019
  • Handled over 100 daily calls, resolving customer issues efficiently and improving satisfaction.
  • Collaborated with team to streamline processes, enhancing call response time and service quality.
  • Utilized CRM software to track and manage customer interactions, ensuring accurate record-keeping.
  • Trained new agents, fostering a supportive environment and enhancing team performance.
  • Analyzed call data to identify trends, contributing to strategic improvements in service delivery.
  • Enhanced customer service protocols, leading to noticeable increases in customer satisfaction and reduced call handling times.
  • Coordinated with team members to resolve complex customer inquiries, fostering a supportive environment and improving resolution rates.
  • Implemented a feedback loop for customer interactions, driving continuous improvement in service quality and agent performance.
  • Analyzed call data to identify trends, enabling targeted training sessions that resulted in marked gains in agent efficiency.
  • Cultivated a positive team atmosphere by mentoring new hires, enhancing their skills and promoting collaboration.

Sales Associate

Walmart
02.2015 - 07.2017
  • Assisted customers with product inquiries, improving satisfaction and driving repeat business.
  • Collaborated with team to optimize inventory management, reducing stock discrepancies.
  • Executed sales strategies, achieving monthly targets and enhancing store profitability.
  • Provided exceptional customer service, enhancing client satisfaction and contributing to repeat business.
  • Coordinated with team members to maintain stock levels, ensuring product availability and minimizing customer wait times.
  • Analyzed sales trends to optimize product placement, leading to noticeable gains in daily sales performance.
  • Engaged with customers to understand their needs, fostering a welcoming environment that encouraged shopping.
  • Maintained accurate transaction records and executed daily cash reconciliations, upholding financial integrity and compliance.

Education

High School Diploma - undefined

Ellender Memorial High School
05.2016

Skills

  • Call Center
  • CSR
  • Technical Support
  • Customer Service
  • Microsoft Office
  • POS Systems
  • Sales
  • Customer Relations
  • Data Privacy
  • Product Knowledge

Timeline

Technical Support Advisor

Cox
09.2022 - Current

Call Center Representative

Maximus Call Center
03.2020 - 07.2023

Sales Associate Team Leader

Lowe’s
05.2019 - 10.2022

Call Center Agent

Clutch
05.2017 - 04.2019

Sales Associate

Walmart
02.2015 - 07.2017

High School Diploma - undefined

Ellender Memorial High School

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AMARI CHARLES