Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Shirley Torlucci

Jacksonville,FL

Summary

Customer service expert with over a decade of experience in fast-paced support environments. Excel in problem-solving, multitasking, and improving customer satisfaction through efficient call and online support. Demonstrated ability to lead in high-pressure situations, with a track record of enhancing team performance and customer service quality.

Overview

13
13
years of professional experience

Work History

Customer Care Representative

TTEC, Inc
Ft Lauderdale, FL
10.2011 - Current
  • Efficiently resolved customer inquiries, ensuring product and service information was communicated clearly.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Fostered lasting customer relationships through personalized service and support, enhancing customer loyalty.
  • Conferred with customers by telephone to provide information about products or services and take orders.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Promoted available products and services to customers during service, account management and order calls.
  • Chat Coach - Served as Chat Coach, guiding agents through complex calls with effective resolution strategies, improving overall team performance.
  • POC (Point of Contact) - assisting other chat coaches within live chat
  • Lead Agent - Supervisor call backs and working cases that have been escalated to another department requiring more detailed attention and customer resolution.
  • Season Team Lead while working Best Buy Project
  • Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.

Education

High School Diploma -

Technical High School
Jacksonville
06-1970

Skills

  • Product Knowledge
  • Account updating
  • Inbound and Outbound Calling
  • Conflict resolution
  • Call Management
  • Multi-Task Management
  • Refund management
  • Team Leadership
  • Adaptive team player
  • Live chat support
  • Customer Service
  • Positive and professional
  • Tactful and diplomatic
  • Grammar
  • Escalation management
  • Customer Relations
  • Opening and closing accounts
  • Customer Education
  • Order Processing
  • Critical Thinking

Affiliations

  • I love to write and wrote my first book, Locket of Deceit, in 2001. I hope to get back into writing again soon. I am an avid reader of anything from Fiction to Old World History!

Timeline

Customer Care Representative

TTEC, Inc
10.2011 - Current

High School Diploma -

Technical High School

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Shirley Torlucci