Bianca Robertson
Beaumont,TX
Summary
Dependable professional experienced in soliciting information and responding to member and client inquiries. Committed to providing support to communicate professionally in high call volume situations with minimal oversight. Commitment and understanding of equal opportunities with diverse and multicultural environments. Friendly Inbound Call Center Representative with many years of experience using company policies and practices to establish professional and positive relationships with customers. Self-directed and hardworking individual possessing outstanding phone demeanor and excellent data entry abilities. Organized multitasker dedicated to actively contributing to organizational growth. 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. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
6
6
years of professional experience
Work History
Inbound Call Center Representative
General Motors, GM
Beaumont, TX
06.2023 - 07.2024
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
- Processed customers' orders over the phone and provided follow-up services to ensure satisfaction with products or services.
- Developed strong relationships with existing customers through proactive outreach via telephone conversations and emails.
- Researched required information using available resources.
- Listened attentively to customer concerns and provided appropriate solutions within the time limits.
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
- Identified and escalated priority issues as needed.
- Utilized computer technology to handle high volume of calls in a timely manner.
Call Center Representative
Focus Call Center
Beaumont, TX
02.2022 - 06.2023
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Attended regular training sessions on updates and changes within the industry or organization.
- Developed effective working relationships with team members across multiple departments.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Identified opportunities to upsell additional products or services when appropriate.
Store Manager
Siempre Grocery
Beaumont, TX
06.2018 - 02.2022
- Identified opportunities for cost savings through waste reduction initiatives.
- Recruited, trained and supervised new employees.
- Organized promotional events to increase product awareness.
- Performed regular price checks to ensure competitive pricing.
- Updated POS system with new products and promotional offers.
- Assessed operational efficiency of the store's departments.
- Prepared monthly reports on sales figures, expenses, profits.
- Monitored inventory levels and placed orders to restock shelves.
- Established customer service standards and monitored staff compliance.
- Maintained accurate records of employee performance reviews.
- Resolved customer complaints in a timely manner.
- Developed strategies to maximize sales and profitability.
- Ensured compliance with safety regulations and company policies.
- Developed relationships with suppliers to negotiate better prices.
- Managed daily banking activities such as deposits and withdrawals.
Education
HSD/GED
Ozen High School
Beaumont, TX08-2006
Skills
- Product Knowledge
- Needs Assessment
- Account updating
- Order Management
- Appointment Scheduling
- Documentation And Reporting
- Sales closing
- Customer Service
- Call Center Operations
- Call Management
- Information Protection
- System Documentation
- Performance Metrics
- Call Control
- [Software] CRM system expert
- Call Center Customer Service
- Resolving issues
- Customer Relationship Management
- Quality Assurance
- Technical Support
- Sales expertise
- Inbound Phone Call Management
- Professional phone voice
- Problem-solving skills
- Answering questions
- Technical Troubleshooting
- Training experience
- Analytical abilities
- Quality Assurance Controls
- Data Entry
- Product Upselling
- Payment Processing
- Call documentation skills
- CallSelect
- Complaint resolution
- Database Research
- Call controlling
- Report Preparation
- Building rapport
- Call handling
- Performance monitoring
- Customer communications
- Communicating with clients
- Customer Support
- Gathering information
- Data Gathering
- Verbal and written communication
- Prospecting skills
Languages
English
Professional
References
- Nick Prudhomme 409-504-4763
- Vicki Whyte 409-350-5854
- Terrance King 409-333-9513
Timeline
Inbound Call Center Representative
General Motors, GM
06.2023 - 07.2024
Call Center Representative
Focus Call Center
02.2022 - 06.2023
Store Manager
Siempre Grocery
06.2018 - 02.2022
HSD/GED
Ozen High School
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