Summary
Overview
Work History
Education
Skills
Accomplishments
customer service award
Timeline
Generic

Angelia Nuriddin

Call center Agent
Stockbridge,GA

Summary

High-performing Call center performance with solid experience in handling high volume of customer interactions through email, phone and live chat. Demonstrates excellent communication, problem-solving, and multitasking skills in fast-paced environment. Team-oriented and committed to fostering positive customer experiences. Top-notch Online Customer Service Representative with extensive experience providing exceptional client engagement and support through various online channels. Proven track record of success in responding to customer inquiries, resolving complaints and managing customer accounts. Collaborative and dedicated to building long-term relationships with clients.

  • Call
  • High-performing Call agent with solid experience in handling high volume of customer interactions through email, phone and live chat. Demonstrates excellent communication, problem-solving, and multitasking skills in fast-paced environment. Team-oriented and committed to fostering positive customer experiences.
  • High-performing call agent with solid experience in handling high volume of customer interactions through email, phone and live chat. Demonstrates excellent communication, problem-solving, and multitasking skills in fast-paced environment. Team-oriented and committed to fostering positive customer experiences.
  • a
  • High-performing work at home agent with solid experience in handling high volume of customer interactions through email, phone and live chat. Demonstrates excellent communication, problem-solving, and multitasking skills in fast-paced environment. Team-oriented and committed to fostering positive customer experiences.
  • a
  • High-performing Call center agent with solid experience in handling high volume of customer interactions through email, phone and live chat. Demonstrates excellent communication, problem-solving, and multitasking skills in fast-paced environment. Team-oriented and committed to fostering positive customer experiences.
  • High-performing call center agent with solid experience in handling high volume of customer interactions through email, phone and live chat. Demonstrates excellent communication, problem-solving, and multitasking skills in fast-paced environment. Team-oriented and committed to fostering positive customer experiences.

Overview

21
21
years of professional experience

Work History

Work at Home Agent

ALORICA
ATLANTA, GA
09.2021 - Current
  • Contributed ideas, decision-making skills and good judgment to achieve objectives
  • Resolved customer inquiries and complaints from multiple channels with moderate supervision.
  • Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences.
  • Answered live online chats to give quick answers and solve problems faster.
  • Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.

Call Center Agent

Emory Healthcare
DEKALB, GA
03.2018 - 06.2021
  • Helped large volume of customers between 300-500 every day with positive attitude and focus on customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Maintained and managed customer files and databases.
  • Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
  • Responded to customer calls and emails to answer questions about products and services.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
  • Addressed customer account discrepancies and concerns.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Automated processes to manage remote network.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Compiled status and performance reports for team leaders to address company strengths and weaknesses.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Helped large volume of customers5 300-500 every day with positive attitude and focus on customer satisfaction

Telephone Operator

SAMS CLUB
MCDONOUGH, GEORGIA
02.2011 - 03.2014
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Supported customers by managing large volume of calls per day efficiently while maintaining professionalism and upbeat tone.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Assisted colleagues with achieving task requirements, aiding team productivity and performance.
  • Maintained accurate records of calls placed and received.
  • Supported customers by managing 100 calls per day efficiently while maintaining professionalism and upbeat tone.
  • Supported customers by managing large volumes of calls per day efficiently while maintaining professionalism and upbeat tone.
  • Provided helpful, informative technical support to customers on product usage and installation.
  • Connected callers with appropriate professional, department, or business.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Identified service improvement opportunities through call volume and performance reports.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Followed up on customer inquiries to confirm issues were adequately addressed.
  • Maintained detailed customer call and inquiry logs for performance monitoring.
  • Resolved customer issues and complaints promptly and politely, upholding satisfaction.
  • Monitored call volume, call length and other related metrics and consistently met objectives.
  • Placed orders, located products and services and troubleshot issues to meet customer needs.
  • Kept records of calls placed and charges incurred.
  • Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.

Cashier Specialist

SAMS CLUB
McDonough, GA
10.2008 - 02.2011
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Answered questions about store policies and addressed customer concerns.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Ordered new supplies to keep numbers of sales high and areas ready for any business or customer requirement.
  • Met all customer needs with engaged attention and knowledgeable service while meeting sales goals through effective promotion of [Product or Service].
  • Managed staffing levels to provide optimal support for cash register operations.
  • Compiled, documented and submitted service payments for [Type] and [Type].
  • Managed special actions such as returns processing and payment reversals for team members.
  • Assisted cashier team with resolving problems and maintaining efficiency.

Cafe Worker

SAMS CLUB
Jonesboro, GA
07.2006 - 09.2008
    • Displayed calm and friendly demeanor when addressing and resolving customer issues and complaints.
    • Fulfilled customer orders while complying with pricing, packaging, and weighing procedures.
    • Produced food and drink products adhering to company quality and quantity standards.
    • Maintained clean and attractive product displays to entice customer purchases.
    • Wiped, sanitized and maintained floors, facility, and equipment to adhere with company standards and procedures.
    • Monitored food temperatures to comply with safety regulations.
    • Promoted new products and price changes by creating and updating signage.
    • Trained new cafe workers in sales, customer service and safety.
    • Tracked food production levels, meal counts, and supply costs.
    • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
    • Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
    • Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
    • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
    • Collaborated with other departments to coordinate events and promotions.
    • Controlled labor hours and inventory costs through hands-on management and proactive changes.
    • Developed and implemented customer service standards and best practices to enforce compliance and meet criteria requirements.
    • Reviewed and approved employee schedules and timesheets.
    • Formulated and implemented marketing strategies to increase sales and customer loyalty.
    • Addressed and resolved customer service issues to establish trust and increase satisfaction.

Team Supervisor

SAMS CLUB
Jonesboro, GA
04.2004 - 06.2006
  • Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
  • Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
  • Incentivized performance metric improvements through various programs and initiatives designed to reward exceptional effort and noteworthy contributions.
  • Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
  • Led conference calls to communicate priorities, review negatively impactful events and describe new policies.
  • Maintained awareness of basic HR laws and regulations and kept up-to-date with company policies.
  • Espoused results-oriented management strategies throughout leadership structure to enhance focus on primary objectives.
  • Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
  • Defined key performance indicators for employees to define clear, attainable landmarks for performance measurement.
  • Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Held weekly team meetings to inform team members on company news and updates.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Promoted high standards through personal example to help each member understand expected behavior and standards.
  • Reviewed, implemented and updated company records related to team activities for future reference.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.

Merchandising Specialist

SAMS CLUB
Jonesboro, GA
05.2002 - 06.2004
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
  • Advanced sales cycle plans by maximizing placement of promotions, point of sale materials and product visibility.
  • Assembled quarter and full-size point of purchase promotional displays.
  • Established strong vendor relationships to maintain and support business.
  • Arranged merchandise in alignment with store planogram.
  • Interviewed and worked closely with vendors to acquire and develop desired products.
  • Directed construction of product displays, following corporate planograms, promotions and seasonal trends.
  • Set and recommended mark-up rates, mark-down rates and selling prices for merchandise.
  • Developed partnerships with internal groups such as packaging, visual, and e-commerce.
  • Answered customer questions regarding store merchandise, department information, and pricing.
  • Inspected merchandise for quality and arranged proper display location on floor.
  • Conferred with store managers to obtain information about customer needs and preferences.
  • Drove client retention, managing engaging merchandise presentation to motivate impulse purchases.
  • Changed displays to reflect new promotions.
  • Maintained clean store by returning items to proper places.
  • Maintained product inventory and reordered items.
  • Updated pricing and signage to complete product displays and educate customers.
  • Prepared interesting and innovative visual displays to grab customer interest and promote sales.
  • Optimized store displays and appearance via strategic merchandising.
  • Led merchandise selection, pricing, planning and marketing.
  • Communicated merchandising needs to store manager.
  • Improved sales process and tracking with implementation of new point of sale (POS) system.
  • Executed in-season pricing strategies, promotions, and markdowns to reach financial targets.
  • Worked with managers and advertising directors to optimize promotions.
  • Tracked and recapped key item performance.

Education

CERTIFICATE - DATA PROCESSING/ENTRY

BRANELL BUSINESS COLLEGE
Atlanta, GA
06.1985

High School Diploma -

WEST FULTON HIGH SCHOOL
Atlanta, GA
06.1984

Skills

  • Call Center Operations
  • Call Control
  • Account Services
  • Strong Telephone Etiquette
  • Customer Experience Management
  • Team Goals
  • Cash Register Operations
  • Customer Service and Assistance
  • Performance Goals
  • Order and Refund Processing
  • Call Volume and Quality Metrics
  • Sales and Upselling
  • Inventory Control Processes
  • Microsoft Office
  • Pallet Jacks
  • Issue and Complaint Resolution

Accomplishments

  • Supervised team of 10 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved numbers through effectively helping with claim shortages
  • Documented and resolved customer service which led to positive results and above satisfaction.
  • Achieved sales through effectively helping with areas short of staff
  • Documented and resolved issues which led to positive outcome to customer complaints called to validate any concerns .

customer service award

Several years in a row i was nominated customer service employee due to providing excellent customer service, listening to what the customer had to say and following through and allowing quality merchandise to be sold and processing large volumes of transactions. Keeping numbers high for memberships and upgrading plus memberships . Received award for Quality and Standards , during covid I was able to work with the team members and ease patient love ones concerns durning this difficult time, reported to work everyday no schedule adherence issues and or concerns, providing excellent customer service anle to work rotating shifts, doubles if needled. excellent REVIEWS .

Timeline

Work at Home Agent

ALORICA
09.2021 - Current

Call Center Agent

Emory Healthcare
03.2018 - 06.2021

Telephone Operator

SAMS CLUB
02.2011 - 03.2014

Cashier Specialist

SAMS CLUB
10.2008 - 02.2011

Cafe Worker

SAMS CLUB
07.2006 - 09.2008

Team Supervisor

SAMS CLUB
04.2004 - 06.2006

Merchandising Specialist

SAMS CLUB
05.2002 - 06.2004

CERTIFICATE - DATA PROCESSING/ENTRY

BRANELL BUSINESS COLLEGE

High School Diploma -

WEST FULTON HIGH SCHOOL

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Angelia NuriddinCall center Agent