BRICE BASSETT
JOHNSON CITY,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
SR CLIENT CARE SPECIALIST
Thryv
09.2000 - 04.2025
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Resolved client inquiries promptly, boosting satisfaction and overall experience.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed a high volume of calls daily while maintaining composure under pressure.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Collaborated with departments to research and resolve customer issues effectively.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Documented calls and complaints using CRM database for accurate record-keeping.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Participated in ongoing training sessions to enhance product knowledge and service skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Documented and detailed calls and complaints using call center's CRM database.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Detailed payment options and explained price, receipt and billing details to customers.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
DAVID CROCKETT HIGH SCHOOL
Jonesborough, TN05-1991
Skills
- Customer service expertise
- Exceptional communication
- Training and mentoring
- Client retention strategies
- Proficient in MS Office
- Problem-solving skills
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Computer skills
- Verbal and written communication
- Money handling
- Phone etiquette
- Data entry
- Issue and complaint resolution
- Professional telephone demeanor
- Billing procedures
- Call center operations
Timeline
SR CLIENT CARE SPECIALIST
Thryv
09.2000 - 04.2025
High School Diploma -
DAVID CROCKETT HIGH SCHOOL
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