Babyliz Apaui
Vallejo,CA
Summary
A good leadership presence, critical thinking, people advocate that will bring value to a team and the company through building relationships on and off the phone.
Overview
7
7
years of professional experience
Work History
Customer Experience Agent
THC - Ideal Fit
Lindon, Utah
12.2021 - Current
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
Member Services Agent
Lifelock Inc
Tempe
05.2018 - Current
- Trained in Lifelock Services as well as Norton Account Services Support
- Identified key aspects about the job to train the new hires throughout the nesting period and planned each day accordingly
- Support agents in reaching their goals via side by sides and providing direction to any queries.
C3 Humana Pharmacy
Salt Lake City, CSR
11.2016 - 11.2017
- Provided “white glove” service by demonstrating empathy, kindness and asking clarifying questions
- Met service level agreements by creating agent adherence by utilizing WFM
- Demonstrated professionalism by advocating for the company and my team.
CSR
Convergys/Direct TV
12.2015 - 08.2016
- Accommodated customers by offering technical solutions and hardware support
- Built rapport with customers by relating and educating based on customer needs
- Encouraged members to purchase additional channels and services.
Wayfair.com
10.2014 - 09.2015
- Mentee new hires through coaching and live listening
- Worked one on one with leadership to provide insight to KPI’s and agent improvement.
Education
High School Diploma -
Salem High School
Level - undefined
American Beauty Academy
Skills
- Data Entry and Maintenance
- Client Relationships
- POS Systems and Ordering Platforms
- Interpretation and Translation Services
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Organizational Systems
- Performance Goals
Timeline
Customer Experience Agent
THC - Ideal Fit
12.2021 - Current
Member Services Agent
Lifelock Inc
05.2018 - Current
C3 Humana Pharmacy
11.2016 - 11.2017
CSR
Convergys/Direct TV
12.2015 - 08.2016
Wayfair.com
10.2014 - 09.2015
High School Diploma -
Salem High School
Level - undefined
American Beauty Academy
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