Brandon Gadson

Call Center Representative

Blue Shield

Dallas, TX

04.2018 - 09.2020

Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Liaised between customers and retail buyers to expedite orders and meet customer demands.
Adjusted bills and refunded money to resolve customers' service or billing complaints.
Utilized knowledge base to answer inquiries from customers quickly and effectively.
Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
Conferred with customers by telephone or in person to provide information about products or services and take orders.
Oversaw warranty counseling process to manage expense controls.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Collected deposits or payments and arranged for billing.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Identified opportunities to improve policies and procedures related to customer service operations.
Updated databases with new and modified customer data.
Maintained strong call control and quickly worked through scripts to address problems.
Contacted customers about potential service upgrades, new services and account changes.
Attended regular training sessions on updates and changes within the industry or organization.
Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Prevented key account losses by researching discrepancies and correcting problems.
Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Maintained accurate records of customer interactions for future reference.
Maintained detailed records of customer interactions and transactions for future reference.
Stayed current on relevant product and service offerings as well as competitor pricing models.
Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
Recommended improvements in products, service and billing methods to management to prevent future problems.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Promoted available products and services to customers during service, account management and order calls.
Consulted with customers to resolve service and billing issues.
Offered additional products or services to enhance customer experience.
Monitored customer satisfaction levels through surveys and feedback forms.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Performed outbound calling campaigns to promote new products or services.
Led on- and off-site customer support teams across multiple time zones.
Excelled in exceeding daily credit card application goals.
Resolved customer complaints in a timely manner to ensure customer satisfaction.
Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
Engaged actively with callers, confirming or clarifying information and diffusing anger.
Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Participated in daily huddles with team members in order to discuss common goals and objectives.
Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Provided accurate information regarding products and services while upselling additional products when appropriate.
Identified opportunities to upsell additional products or services when appropriate.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Took special orders in person and over telephone, generating additional revenue every month.
Surpassed sales goals through implementation of successful marketing strategies.
Assisted customers with navigating the company's website to locate desired information or items for purchase.
Analyzed data collected during each call in order to identify trends in customer feedback.
Supported sales team members to drive growth and development.
Navigated through computer systems to review information and respond appropriately to callers.
Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Prepared and evaluated CRM reports to identify problems and areas for improvement.
Maintained high levels of professionalism while interacting with customers via phone or email.
Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Mentored junior team members and managed employee relationships.
Strengthened customer retention by offering discount options.
Updated system with order specifics and customer details, preferences, and billing information.
Developed effective working relationships with team members across multiple departments.
Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Updated customer accounts, addresses and contact information within call management databases.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Maintained records of customer interactions, transactions, comments and complaints.
Assisted customers with price checks, lifting heavy items and addressing other inquiries.
Determined accurate prices for customer services, consistently searching for deals and best prices.
Provided top quality control and eliminated downtime to maximize revenue.
Assisted with customer requests and answered questions to improve satisfaction.
Updated and maintained databases with current information.
Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Collaborated closely with team members to achieve project objectives and meet deadlines.
Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Achieved cost-savings by developing functional solutions to problems.

Summary

Overview

Work History

Retail Sales Associate

Customer Service Representative

Call Center Representative

Education

High School Diploma -

Skills

Timeline

Retail Sales Associate

Call Center Representative

Customer Service Representative

High School Diploma -

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