Amelia Butler
Jackson,MS
Summary
Dynamic customer service professional with proven problem-solving skills and a strong track record at Teleperformance. Adept at enhancing customer satisfaction through effective communication and efficient issue resolution. Recognized for improving first-call resolution rates and fostering client relationships, while maintaining meticulous records and managing high call volumes.
Overview
12
12
years of professional experience
Work History
Call Center Representative
Teleperformance
Salt Lake City, UT
10.2020 - Current
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Adapted quickly to new products and services, enhancing customer support knowledge.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Customer Service Representative
Entergy
Jackson, MS
08.2022 - 04.2024
- Collaborated with team members to improve call handling processes and efficiency.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- 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.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Call Center Representative
T-Mobile
Jackson, MS
06.2014 - 05.2016
- Assisted customers with inquiries, ensuring timely and accurate resolutions.
- Utilized CRM software to track and manage customer interactions efficiently.
- Adapted quickly to new products and services, enhancing customer support knowledge.
- Provided technical support for mobile devices, troubleshooting issues effectively.
- Maintained up-to-date knowledge of promotions and plans to better serve customers.
- Received positive feedback from customers for exceptional service and problem-solving skills.
- Ensured compliance with company policies while addressing customer concerns professionally.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Identified upselling opportunities to increase revenue generation.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Identified and resolved discrepancies and errors in customer accounts.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
Master of Science - General Studies
Jackson State University
Jackson, Mississippi, MS05.2020
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Communicating with clients
- Customer communications
- Answering questions
- Payment processing
- Appointment scheduling
- Building rapport
- Account updating
- Inbound phone call management
- Customer relationship management
- Sales expertise
- Data gathering
- Quality assurance
- Account management
Timeline
Customer Service Representative
Entergy
08.2022 - 04.2024
Call Center Representative
Teleperformance
10.2020 - Current
Call Center Representative
T-Mobile
06.2014 - 05.2016
Master of Science - General Studies
Jackson State University