- I like trying new recipes and food trends
- Volunteering at community kitchens and food-related charities during the holidays each year
- Watching Movies and TV Shows
- I like doing make up and showing my artistic side
- Driving for Uber on my days off to maximize my earnings
Betty Hilliard
Lawrenceville,GA
Summary
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Overview
10
10
years of professional experience
Work History
Call Center Customer Service Representative
Bakkt (Bank of America Account)
Alpharetta, GA
07.2022 - Current
- Managed comprehensive travel booking processes for a range of products, focusing on air travel, car rentals, and hotel stays.
- Applied knowledge of Galileo the GDS system to streamline client reservations and improve service delivery.
- Managed service requests for existing travel bookings, facilitating cancellations and modifications.
- Guided new customers through online self-booking to enhance user experience and confidence.
- Facilitated resolution of customer concerns by reporting issues, such as complaints and site production problems, through Zendesk.
- Managed account maintenance tasks to ensure accuracy and compliance with banking regulations.
- Mastering multiple software systems for seamless navigation during calls, while improving efficiency and reducing hold times for customers.
- Mentored junior staff in effective communication techniques and conflict resolution strategies.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Implemented quality control measures to ensure consistent achievement of 95% in quality assurance ratings.
- Managed high-volume calls while maintaining accuracy in order processing.
Call Center Representative
Vesta Call Center
Alpharetta, GA
09.2015 - 07.2022
- Resolved customer inquiries and issues promptly to maintain service excellence.
- Utilized established scripts to engage customers and promote enrollment in autopay, enhancing convenience and reliability.
- Executed rapid and accurate payment processing to enhance transaction efficiency.
- Facilitated effective communication by directing and transferring calls to appropriate parties to enhance customer service.
- Utilized call management systems to track interactions, ensuring accurate documentation of customer conversations.
- 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.
- Took 300 calls a day while actively responding to emails and chats.
Education
High school or equivalent - College Prep
Duluth High School
Gwinnett, Georgia, US05.2010
Skills
- Call management & Customer Service Experience for over 10 years
- Customer relationship management
- Communication technology
- Payment processing while documenting and reporting
- Escalation management
- Data entry and email management
Interests
Timeline
Call Center Customer Service Representative
Bakkt (Bank of America Account)
07.2022 - Current
Call Center Representative
Vesta Call Center
09.2015 - 07.2022
High school or equivalent - College Prep
Duluth High School