April Dunsmuir
Fairfield,OH
Summary
Results-oriented call center representative with strong verbal and written communication skills. Successfully managed high call volumes while maintaining professionalism and delivering exceptional service, contributing to improved customer satisfaction scores.
Dedicated call center representative with proven expertise in complaint resolution and customer satisfaction. Known for calmness under pressure and building rapport, consistently exceeding performance metrics in fast-paced environments.
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
7
7
years of professional experience
Work History
Call Center Representative
Charter Communications, Time Warner Cable
04.2025 - 04.2026
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Resolved escalated customer complaints by employing active listening and problem-solving techniques.
- Led initiatives to optimize workflow efficiency, resulting in improved customer satisfaction scores.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- 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.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Call Center Representative
RDI Solutions
02.2019 - 04.2025
- Handled high-volume inbound calls, providing exceptional customer service and issue resolution.
- Trained new team members on call protocols and system navigation to enhance productivity.
- Utilized CRM software to document interactions and track customer inquiries efficiently.
- Resolved escalated customer complaints by employing active listening and problem-solving techniques.
- Analyzed call metrics to identify trends and implement strategies for performance improvement.
- Led initiatives to optimize workflow efficiency, resulting in improved customer satisfaction scores.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- 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.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Associate of Science - Medical Technology
Kaplan University
Davenport, IA01-2008
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Communicating with clients
- Customer communications
- Call control
- Answering questions
- Complaint resolution
- Product knowledge
- Payment processing
- Gathering information
- Calm disposition
- Building rapport
- Account updating
- Customer service optimization
- Inbound phone call management
- Technical support
- Quality control
- Logging call information
- Brand representation
- Credit adjustments
- Call control skills
- Call handling
- Script adherence
- Providing customer support
- Computer skills
- Teamwork and collaboration
- Calm and professional under pressure
- Understanding customer needs
- Problem resolution
- Calm under pressure
- Microsoft office
- Following scripts
- Policies and procedures adherence
- Issue and complaint resolution
- De-escalation techniques
Accomplishments
- Resolved product issue through consumer testing.
Languages
English
Timeline
Call Center Representative
Charter Communications, Time Warner Cable
04.2025 - 04.2026
Call Center Representative
RDI Solutions
02.2019 - 04.2025
Associate of Science - Medical Technology
Kaplan University