Asanta Dennis
Inbound Customer Service Rep.
Anaheim,CA
Summary
Dynamic and results-driven Inbound Call Center Representative with extensive experience at Installs Inc. (Geek Squad). Proven ability to enhance customer satisfaction through exceptional service and effective CRM usage. Skilled in managing high-volume calls while demonstrating empathy and problem-solving capabilities, consistently achieving performance goals and fostering positive customer relationships.
Overview
19
19
years of professional experience
Work History
Inbound Call Center Representative
Installs Inc. (Geek Squad)
07.2017 - 11.2021
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Built positive relationships with customers by providing exceptional customer service.
- Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
- Escalated complex issues appropriately to management or specialized departments for further resolution when necessary.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Kept up-to-date with company products, services, policies, and regulations to provide accurate information to callers at all times.
- Collaborated with colleagues to share best practices and improve overall team performance.
Inbound and Outbound Call Center Rep.
American Red Cross
04.2009 - 05.2016
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Delivered constructive suggestions to supervisor for improving outbound sales development processes.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Educated customers on offerings and upsold products and services to increase revenue.
- Inputted new customer information into CRM database to create account for sales opportunities.
- Delivered consistent call activity to achieve monthly and quarterly goals and objectives.
- Executed outbound 100+ calls and converted 70% of calls into sales.
Inbound Call Center Representative
TeleTech Holdings
02.2003 - 08.2008
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Facilitated communication between customers and other departments to facilitate resolution.
- Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
Education
No Degree - Administrative Assisting
Bryant And Stratton College
Getzville, NY 05.2001 -
Skills
High-volume call centers
Call management
CRM software usage
Appointment scheduling
Call center operations
Account updating
System documentation
Call center customer service
Answering questions
Inbound
Empathy and patience
Inbound phone calls
Timeline
Inbound Call Center Representative
Installs Inc. (Geek Squad)
07.2017 - 11.2021
Inbound and Outbound Call Center Rep.
American Red Cross
04.2009 - 05.2016
Inbound Call Center Representative
TeleTech Holdings
02.2003 - 08.2008
No Degree - Administrative Assisting
Bryant And Stratton College
05.2001 -