Angel Reese
Charlotte,NC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Remote Senior Customer Service Specialist
W.W Grainger Inc
03.2016 - 07.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume contact center setting, prioritizing tasks to keep up with challenging deadlines.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Increased sales by 15% based on team of 15 employees taking 100 - 150 calls per day.
Benefits Call Center Representative
Conduent
02.2013 - 03.2016
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Performed various clerical duties by filing and faxing documents and creating customer databases
- Educated customers about billing, payment processing and support policies and procedures
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Contact Center Representative II
Aston Carter
12.2011 - 02.2013
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution, and medical care.
- Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities
Education
Bachelor of Arts - Mass Communication
Arizona State University
Tempe, AZ04.2016
Skills
- Database Research
- Operational Efficiency
- Closing Tickets
- Providing Feedback
- Conflict Resolution
- Call Control
- HIPAA Regulations
- Appointment Booking
- Closing Sales
- Critical Thinking
Timeline
Remote Senior Customer Service Specialist
W.W Grainger Inc
03.2016 - 07.2023
Benefits Call Center Representative
Conduent
02.2013 - 03.2016
Contact Center Representative II
Aston Carter
12.2011 - 02.2013
Bachelor of Arts - Mass Communication
Arizona State University