Bernice Laws
Columbia,SC
Summary
Dynamic Customer Care Professional with a proven track record at Teleperformance USA, excelling in customer satisfaction and problem resolution. Achieved significant sales conversion rates through tailored upselling and maintained exceptional product knowledge. Recognized for strong communication skills and a commitment to enhancing customer experiences, driving retention and loyalty.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work History
Customer Care Professional
Teleperformance USA
10.2011 - 05.2017
- Achieved higher sales conversion rates by upselling products and services based on individual customer needs.
- Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
- Maintained comprehensive product knowledge, staying up-to-date on new features and offerings to better assist customers.
- Boosted customer retention levels by providing tailored recommendations for additional products or services that met their unique requirements.
- Participated in ongoing professional development opportunities to continuously enhance customer care skills and knowledge.
Education
Associate of Arts -
Mississippi Gulf Coast Community College
Keesler AFB, MS05.1994
Bachelor Of Science -
Coker University
Hartsville, SC 03.2001 - 05.2003
Skills
- Customer Satisfaction
- Inbound call answering
- Time management
- Multitasking and organization
- Inbound customer service
- Active listening
- Verbal and written communication
- Problem resolution
- Phone etiquette
- Product knowledge
- Payment processing
- Punctuality and reliability
- Attention to detail
- Computer skills
Timeline
Customer Care Professional
Teleperformance USA
10.2011 - 05.2017
Bachelor Of Science -
Coker University
03.2001 - 05.2003
Associate of Arts -
Mississippi Gulf Coast Community College
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