April Bailey
Arcadia,LA
Summary
Dynamic customer service professional with extensive experience excelling in customer relationship management and problem-solving. Proven track record of enhancing customer satisfaction ratings through effective communication and technical support. Skilled in electronic recordkeeping and order processing, consistently identifying process improvements to drive service excellence.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
Shreveport, LA
02.2023 - 02.2025
- Developed positive relationships with customers through friendly interactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer complaints promptly and efficiently.
- Took special orders in person and over telephone, generating additional revenue every month.
- Updated system with order specifics and customer details, preferences, and billing information.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Gathered customer feedback through surveys and used the data to improve customer service.
Customer Support Specialist
Sagility
New York, NY
03.2022 - 03.2023
- Recorded all customer interactions into the database system accurately and completely.
- Participated in team meetings to discuss strategies for improving customer experience.
- Responded quickly to customer inquiries, needs and problems.
- Audited customer account information to identify issues and develop solutions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Identified areas of improvement in existing processes or procedures used for providing support services.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Analyzed customer feedback to recommend product or service enhancements.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
Education
High School Diploma -
Simsboro High School
Simsboro, LA05-2009
Skills
- Customer service
- Electronic recordkeeping
- Order processing
- Payment processing
- Technical support
- Customer relationship management
- Communication skills
- Data entry
- Team collaboration
- Problem solving
- Call center experience
Timeline
Customer Service Representative
Teleperformance USA
02.2023 - 02.2025
Customer Support Specialist
Sagility
03.2022 - 03.2023
High School Diploma -
Simsboro High School
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