Bianca Peoples
Atmore
Summary
Customer Service Professional with 13 years of experience, including roles at IRS and HERTZ RENT A CAR AGENCY. Skilled in call handling, scheduling, and sales support, with a strong background in customer resolution and service delivery. Actively seeking a Customer Service Rep position to leverage extensive industry expertise.
Performance-oriented independent contractor with proven attention to detail and experience. Drives project success and customer satisfaction with high-quality work. Expert the field and always willing to go extra mile to meet budget and schedule targets.
Inventive professional with comprehensive knowledge of business techniques, methods and principles. Outstanding expertise in diverse business functions, including content management systems, report analytics, expense management, and market research. Exceptional negotiation and multitasking abilities.
Hardworking professional experienced in field and ready for challenging assignments. Reliable in completing quality work and exceeding expectations.
Accomplished professional offering great communication and customer service skills. Reliable and dedicated when working alone or as part of team.
Detail-oriented professional reliable in completing accurate work. Careful to check and verify documentation to prevent errors and minimize rework.
Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth.
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Versatile Business Operations Specialist with background in optimizing operational processes and implementing effective business solutions. Skilled in project management, strategic planning, and process improvement, consistently delivering results that drive efficiency and reduce costs. Strong analytical abilities and problem-solving skills contribute to successful project outcomes and positive impacts on overall business performance.
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Independent Contractor
B& A Callcenter LLC
Atmore
05.2023 - Current
- Establish and maintain a self-operated virtual call center, actively seeking and securing client partnerships.
- Implement robust operational strategies to ensure preparedness for client acquisition and service delivery.
- Managed daily operations of the business, including budgeting and financial reporting.
- Built successful partnerships with other businesses in related industries.
- Resolved customer inquiries promptly via phone or email communication channels.
- Created promotional materials, including flyers, brochures, and direct mail pieces.
- Generated monthly invoices for payment of services rendered by the company.
- Identified opportunities for process improvement within the organization.
- Performed quality assurance testing on all products prior to release.
- Negotiated contracts with vendors for services and supplies.
- Analyzed customer feedback data to improve customer service processes.
- Developed and implemented marketing strategies to increase customer engagement.
- Maintained relationships with existing customers while seeking new ones.
- Reviewed customer requests, resolved questions and defined specifications before completing orders.
- Managed quality control and maintained high level of customer satisfaction.
- Estimated projects, procured materials and controlled costs to meet exact budget targets.
- Brought in substantial word-of-mouth business based on quality of work and customer service skills.
- Kept client satisfaction high by consulting closely at various stages and incorporating important feedback.
- Identified needs of customers promptly and efficiently.
- Set specific goals for projects to measure progress and evaluate end results.
- Analyzed company's expenditures and developed financial models.
- Audited company's legal documents to verify compliant policies and procedures.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Assessed company operations for compliance with safety standards.
- Determined consumer needs to provide products and services appealing to larger market.
- Worked closely with human resources to support employee management and organizational planning.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Organized client meetings to provide project updates.
Content Creator
Facebook
Remote
01.2021 - Current
- Generate engaging content that resonates with a broad online audience, driving viewer interaction and community growth.
- Monetize digital content through strategic analysis of viewership trends to optimize post performance and revenue generation.
- Optimized existing website pages using keywords that aligned with search engine algorithms.
- Built relationships with influencers who could help promote the brand's message online.
- Analyzed competitors' digital marketing efforts to gain insights into their success strategies.
- Conducted interviews and research to produce in-depth articles and reports.
Answering Service Agent
Arise platform
Atmore
04.2017 - Current
- Provide prompt and courteous customer support by answering incoming calls, ensuring high-quality service and customer satisfaction.
- Address and resolve a variety of customer inquiries, maintaining professionalism and confidentiality in all interactions.
Babysitting/Nanny
Wanda
07.2016 - 06.2025
- Provide attentive and nurturing care for children, ensuring a safe and stimulating environment that fosters developmental growth while adhering to family's childcare philosophies and routines at Wanda.
- Communicated regularly with families regarding daily events and any concerns that may arise.
- Gave medication to children as directed by parents or guardians.
- Monitored the children's playtime to ensure safety and wellbeing.
- Maintained discipline in accordance with parents' instructions while being sensitive to each child’s individual needs.
- Created an atmosphere of trust between myself and both the family and the kids I cared for.
- Developed positive relationships with each child by providing nurturing care.
Sales Support Specialist
Health IQ
California
10.2022 - 05.2024
- Facilitate seamless sales operations by providing comprehensive support to the sales team, managing client data, and ensuring the timely preparation and delivery of all sales materials and documentation at Health IQ.
- Monitored industry news related to competitors' activities, prices, promotions.
- Performed quality assurance checks on outgoing orders before shipment.
- Resolved order issues by consulting with appropriate departments.
- Managed multiple projects simultaneously while meeting strict deadlines.
- Collaborated with marketing teams to develop effective campaigns targeting specific audiences.
- Provided administrative support to the sales team as needed.
- Conducted market research to identify potential new markets and clientele bases.
- Created detailed reports on customer feedback and sales trends.
- Generated quotes for customers based on their individual needs.
- Entered data into spreadsheets to track customer interactions and project progress.
- Developed relationships with key clients to ensure satisfaction and repeat business.
- Scheduled meetings between sales representatives and potential clients.
- Maintained accurate records of customer orders and inquiries.
- Processed purchase orders from customers in a timely manner.
- Provided technical support to customers via phone or email.
- Participated in weekly team meetings to discuss strategies for achieving goals.
- Met performance standards consistently for answer rate, handle time, and service quality.
- Maintained positive brand identity, leveraging strategic customer relation initiatives to promote affirmative relationships with clients and partners.
- Trained new sales support staff on internal processes and customer service best practices.
- Collaborated with international sales, manufacturing and shipping departments to process necessary documentation and manage related logistics.
- De-escalated irate customers with communication skills and sales expertise.
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Managed CRM system, ensuring accurate data entry and providing reports for sales analysis.
- Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
- Fielded customer queries, providing clear, accurate answers to technical questions and support requests.
- Processed customer orders, exchanges, and returns, and kept customers informed about progress.
Insight Global
United HealthCare Services, Inc
Alabama City
08.2020 - 05.2023
- Coordinate patient appointment scheduling to ensure timely medical consultations.
- Monitor and record patient blood pressure, contributing to accurate health assessments.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Operated equipment and machinery according to safety guidelines.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Customer Service Rep
STARTEK
Atmore
04.2019 - 10.2022
- Provide comprehensive support to customers by addressing inquiries, resolving issues, and maintaining a high level of customer satisfaction for STARTEK's diverse client base.
Content Moderator
tic toc
Remote
01.2021 - 09.2022
- Monitored user-generated content to ensure adherence to community guidelines and policies, effectively maintaining platform integrity.
- Addressed and resolved user reports of inappropriate content, contributing to a safe and respectful online community environment.
Customer Service Representative
IRS
Atmore
06.2020 - 05.2022
- Provide comprehensive support to individuals by addressing inquiries and resolving issues related to stimulus check disbursements.
- Facilitate clear and effective communication to ensure customer understanding and satisfaction with the stimulus check process.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries via phone, email, and chat.
- Resolved customer complaints promptly and efficiently.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Contacted customers about potential service upgrades, new services and account changes.
Cashier
CEFCO Convenience Stores
Atmore
03.2020 - 05.2021
- Manage financial transactions with accuracy, ensuring a smooth and efficient checkout process for customers.
- Maintain cleanliness and food preparation standards, contributing to a safe and welcoming store environment.
- Greeted customers and answered any questions they had about the store's products and services.
- Answered customer inquiries regarding store policies and procedures.
- Conducted price checks for special orders or discounts as requested by customers.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Stocked shelves with merchandise when needed.
- Resolved customer complaints professionally in accordance with company policy.
- Issued receipts, refunds, credits or change due to customers.
- Followed company security procedures for handling large sums of money.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Ensured compliance with all safety regulations within the store environment.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Worked closely with front-end staff to assist customers.
- Helped with purchases and signed customers up for rewards program.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Answered customer questions and provided store information.
- Verified customer age requirement for alcohol or tobacco purchases.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Learned roles of other departments to provide coverage and keep store operational.
- Collected payments and provided accurate change.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Processed sales transactions to prevent long customer wait times.
- Used suggestive selling techniques to promote add-on sales.
- Helped customers find specific products, answered questions, and offered product advice.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Welcomed customers, offering assistance to help find store items.
- Counted and balanced cashier drawers.
- Processed customer payments quickly and returned exact change and receipts.
- Greeted customers promptly and responded to questions.
- Maintained work area and kept cash drawer organized.
- Offered customers carry-out service at completion of transaction.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
Startek
STARTEK
Atmore
04.2020 - 07.2020
- Managed inbound customer inquiries, ensuring timely and effective resolution of issues and concerns.
- Maintained high levels of customer satisfaction through excellent communication and problem-solving skills.
Security Officer
SECURITY SERVICES
Montgomery
05.2018 - 10.2019
- Maintained a secure environment by vigilantly patrolling and monitoring premises to prevent unauthorized access, theft, or violence.
- Enforced property rules and regulations, and responded to emergency situations with a focus on de-escalation and safety.
Call Center Representative
Alorica
Pensacola
03.2017 - 07.2019
- Provide customer support by addressing inquiries and resolving issues to ensure client satisfaction.
- Manage incoming calls with professionalism, maintaining composure under pressure to uphold company service standards.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
Housekeeper
WindCreek Casino and Hotel
Atmore
04.2016 - 12.2018
- Maintained high standards of cleanliness and sanitation in guest rooms and common areas, ensuring a pleasant and hygienic environment for patrons.
- Addressed and resolved guest concerns with promptness and a customer-centric approach, contributing to an overall positive experience.
- Cleaned bathrooms, including toilets, tubs, showers and sinks.
- Emptied trash receptacles throughout the property.
- Replenished supplies such as drinking glasses and coffee cups in guest rooms.
- Changed bed linens and towels, tidied up rooms.
- Maintained a clean linen closet by folding sheets neatly on shelves.
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Provided information about hotel services upon request from guests.
- Inspected guest rooms after cleaning to ensure they were presentable.
Physic Encounters
physchic encounters
Atmore
03.2014 - 06.2018
- Managed a high volume of inbound communications, ensuring responsive and empathetic client interactions.
- Maintained confidentiality and provided personalized assistance to meet individual client needs.
Sales Representative
TROC Global
Foley
01.2016 - 08.2017
- Successfully represented TROC Global's product line, consistently meeting and exceeding sales targets through effective customer engagement, product demonstrations, and strategic negotiation, resulting in a significant increase in client acquisition and revenue growth.
Housekeeper
Fairfield Marriott
Atmore
04.2016 - 06.2016
- Maintained high standards of room cleanliness and hygiene, ensuring guest satisfaction and adherence to health and safety regulations.
- Managed inventory of cleaning supplies and linens, efficiently restocking items to support daily operations.
Taxes
t&w quality taxes
Tuscaloosa
02.2016 - 06.2016
- Managed client communications, successfully fielding and responding to inquiries to facilitate customer engagement and satisfaction.
- Developed and maintained client relationships, ensuring timely and effective service delivery.
Server
sonic
Tuscaloosa
11.2015 - 12.2015
- Provided exceptional customer service, accurately took orders, and delivered food promptly, ensuring a positive dining experience for patrons at Sonic Drive-In.
Sales
dollar tree
Atmore
02.2015 - 08.2015
- Accurately processed transactions, ensuring efficient customer service and maintaining a balanced cash drawer.
- Assisted in merchandise displays and store maintenance, contributing to a clean and organized shopping environment.
Cashier
chevron
04.2014 - 07.2015
- Accurately processed transactions, maintained a balanced cash drawer, and delivered exceptional customer service while upholding Chevron's standards for safety and efficiency.
Customer Service Representative
e&t
Birmingham
10.2012 - 12.2013
Education
High school or equivalent -
Atmore05.2010
Skills
- Sales
- Customer Service
- Retail Sales
- Credit Union
- Call Center
- Customer Support
- Customer Care
- CSR
- Nannying
- Childcare
- Babysitting
- Front Desk
- Multi-Line Phone Systems
- Toddler Care
- Communication Skills
- Meal Preparation
- Infant Care
- Early Childhood Education
- Food Service
- Cashiering
- Kitchen Experience
- Cleaning Experience
- Caregiving
- Cooking
- Time Management
- Clerical Experience
- Math
- Teaching
- Senior Care
- Cold Calling
- Outbound Sales
- Typing
- Driving
- Medicare
- Case Management
- Interviewing
- Windows
- Search Engines
- Phone Etiquette
- Computer Literacy
- Computer Skills
- Pricing
- Experience With Children
- Sales Support
- Home Care
- Desktop Support
- Virtual call center
- Customer relationship management
- Quality assurance
- Customer engagement
- Project management
- Technical support
- Error correction
Certification
- First Aid Certification, Present
- Food Handler Certification, Present
- Driver's License, 04/21 - 04/24
Timeline
Independent Contractor
B& A Callcenter LLC
05.2023 - Current
Sales Support Specialist
Health IQ
10.2022 - 05.2024
Content Creator
Facebook
01.2021 - Current
Content Moderator
tic toc
01.2021 - 09.2022
Insight Global
United HealthCare Services, Inc
08.2020 - 05.2023
Customer Service Representative
IRS
06.2020 - 05.2022
Startek
STARTEK
04.2020 - 07.2020
Cashier
CEFCO Convenience Stores
03.2020 - 05.2021
Customer Service Rep
STARTEK
04.2019 - 10.2022
Security Officer
SECURITY SERVICES
05.2018 - 10.2019
Answering Service Agent
Arise platform
04.2017 - Current
Call Center Representative
Alorica
03.2017 - 07.2019
Babysitting/Nanny
Wanda
07.2016 - 06.2025
Housekeeper
WindCreek Casino and Hotel
04.2016 - 12.2018
Housekeeper
Fairfield Marriott
04.2016 - 06.2016
Taxes
t&w quality taxes
02.2016 - 06.2016
Sales Representative
TROC Global
01.2016 - 08.2017
Server
sonic
11.2015 - 12.2015
Sales
dollar tree
02.2015 - 08.2015
Cashier
chevron
04.2014 - 07.2015
Physic Encounters
physchic encounters
03.2014 - 06.2018
Customer Service Representative
e&t
10.2012 - 12.2013