Annastasia Cole
Ashburn,GA
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools to manage customer interactions.
Overview
9
9
years of professional experience
Work History
Army
DFAS
01.2017 - 06.2023
- Trained in small arms, anti-armor and indirect fire weapons.
- Trained in infantry tactics, weapons and medical procedures for well-rounded field support.
- Risk-assessed environments and implemented appropriate security measures.
- Served in on-call capacity for last-minute or late-night taskings from leadership.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prepared and submitted personnel, ordnance and operational reports.
Remote Customer Service Representative
Teleperformance
11.2015 - 01.2017
- Assisted an average of 100 customers per day via email, Loom, and a live video (Zoom) resulting in a 90% satisfaction rate.
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
- Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.
- Communicated effectively with internal groups to resolve urgent or escalated issues, resulting in a 50% decrease in resolution time.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Remote Customer Service
Conduent
03.2014 - 10.2015
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers.
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20%increase in team performance.
- Managed an average of 150 customer interactions per day, successfully resolving 90% of issues on the first call.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
Education
Associate of Science - Physical Education
Abraham Baldwin Agricultural College
Tifton, GA12.2016
Turner County High School
Ashburn, GA05.2013
Skills
- Good Communication Skills
- Telephone etiquette
- Customer Relations
- CRM
- Medical Terminology Knowledge
- Multi-line Phone Talent
- Typing 45wpm
- High-Volume Call Centers
- Knowledge Base Software
- Flexible and Adapts
- Analytical and Critical Thinking
- Excellent Written and Oral Communications
- Creative Problem Solving
Timeline
Army
DFAS
01.2017 - 06.2023
Remote Customer Service Representative
Teleperformance
11.2015 - 01.2017
Remote Customer Service
Conduent
03.2014 - 10.2015
Associate of Science - Physical Education
Abraham Baldwin Agricultural College
Turner County High School