Audrea Young
Calhoun City,MS
Summary
Customer-focused professional with 5 years of experience as a Customer Service Representative in high-volume call centers. Proven ability to manage customer inquiries, resolve issues, and enhance satisfaction through technical troubleshooting and problem-solving skills. Seeking to leverage expertise in building customer trust and efficient service delivery in a new Customer Service Representative role.
Overview
11
11
years of professional experience
Work History
Remote Customer Service Representative Transportation Scheduler
Teleperformance
03.2025 - Current
- Scheduling pickups, deliveries, or passenger transportation using digital scheduling systems
- Coordinating with drivers, carriers, or transportation providers via phone, email, or messaging platforms
- Monitoring routes, schedules, and delays, and making real-time adjustments when needed
- Communicating schedules, changes, and instructions clearly to drivers and customers
- Maintaining accurate transportation records, logs, and reports
- Handling last-minute requests, cancellations, or emergencies
- Ensuring compliance with transportation regulations and company policies
- Healthcare transportation
- Analyzed customer feedback to identify trends, recommending service improvements to management for implementation.
- Developed process documentation to standardize procedures, enhancing training resources for ongoing team development.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Trainer
Teleperformance
07.2025 - 12.2025
- Developing training materials such as presentations, manuals, videos, and e-learning modules
- Delivering live virtual training sessions or self-paced online courses
- Facilitating discussions, workshops, and interactive activities using video conferencing tools
- Assessing learner progress through quizzes, assignments, or performance evaluations
- Providing feedback, coaching, and ongoing support to trainees
- Updating training content to reflect new processes, tools, or industry standards
- Implemented continuous improvement strategies that increased training efficiency and employee retention rates.
- Facilitated onboarding sessions for new hires, ensuring smooth transition into roles.
- Collaborated with leadership to align training objectives with organizational goals and initiatives.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Remote Customer Service Representative Technical Support/ Billing
Conduent
01.2023 - 02.2025
- Managed customer interactions efficiently within a high-volume call center environment, ensuring prompt resolution of inquiries.
- Facilitated the escalation of complex customer issues, maintaining a high level of satisfaction through effective problem-solving.
- Coordinated and scheduled service appointments, optimizing team resources to enhance customer service delivery.
- Explaining billing statements, invoices, and payment plans
- Resolving payment issues such as declined transactions, refunds, or chargebacks
- Assisted in training new representatives on company policies and customer service best practices.
Remote Customer Service Representative- TicketMaster Billing
Catalis
08.2018 - 01.2023
- Managed customer inquiries with efficiency and professionalism in a high-volume call center, contributing to the achievement of personal, team, and company performance goals.
- Provided clear and informed responses to customer questions regarding policies and procedures, enhancing overall customer satisfaction.
- Anticipated customer needs and effectively resolved issues, ensuring a positive customer experience and maintaining high satisfaction levels.
- Assisting customers with making payments via phone, email, or online systems
- Processing credit/debit card, ACH, or digital wallet transactions securely
- Explaining billing statements, invoices, and payment plans
- Resolving payment issues such as declined transactions, refunds, or chargebacks
- Updating customer payment information and maintaining accurate records
- Ensuring compliance with data security standards
Remote Inbound Customer Service Representative
AT&T
04.2015 - 08.2018
- Delivered high-quality customer support by effectively managing and resolving inquiries, resulting in consistently meeting and exceeding established performance goals.
- Utilized company resources, including internal databases and scripts, to address and resolve customer concerns efficiently, ensuring customer satisfaction.
Education
High School Diploma - General Education
West Point High School
05.2008
Skills
- Technical Troubleshooting
- Call Center Experience
- Upbeat and Positive
- Refunds Processing
- Problem Solving
- Order Processing
- Multitasking
- Account Updating
- Team development
- Microsoft PowerPoint
- Time Management
- Building Customer Service and Trust
- Customer Service
- Product Knowledge
- Appointment Scheduling
- Active Listening
- CRM Software Proficiency
- Conflict Resolution
- Payment processing
- Live chat support
- Dispute resolution
- Customer education
- Research
- Follow-up skills
Timeline
Trainer
Teleperformance
07.2025 - 12.2025
Remote Customer Service Representative Transportation Scheduler
Teleperformance
03.2025 - Current
Remote Customer Service Representative Technical Support/ Billing
Conduent
01.2023 - 02.2025
Remote Customer Service Representative- TicketMaster Billing
Catalis
08.2018 - 01.2023
Remote Inbound Customer Service Representative
AT&T
04.2015 - 08.2018
High School Diploma - General Education
West Point High School
Personal Information
Title: Customer Service Representative