Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Carissa Speed

Sun City West,AZ

Summary

Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Call Center Representative

Infinite Computing Systems
Phoenix, AZ
05.2024 - 11.2024
  • Updated customer accounts, addresses and contact information within call management databases.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.

Customer Service Representative

Totalmed Staffing
Appleton, WI
12.2022 - 11.2023
  • Developed positive relationships with customers through friendly interactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.

Call Center Supervisor

Teleperformance USA
Salt Lake City, UT
06.2017 - 06.2022
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Led team meetings to update on goals, share best practices, and discuss improvements.
  • Resolved escalated customer complaints in a timely manner.
  • Prepared reports on team performance, customer feedback, and operational metrics for senior management.
  • Oversaw daily operations of call center team, ensuring adherence to performance standards.
  • Monitored call recordings to identify areas for improvement and compliance with protocols.
  • Monitored calls for quality assurance purposes.

Education

Associate of Science - Criminal Justice

Everest University
Orlando, FL
07-2012

Skills

  • Complaint resolution
  • Call logging
  • Documentation and reporting
  • Data entry
  • Inbound phone call management
  • Building rapport
  • Interpersonal skills
  • Script adherence
  • CRM navigation
  • Customer account updates
  • Quality assurance controls
  • Appointment scheduling
  • Account management
  • Customer support
  • Problem-solving skills
  • Call handling

Certification

  • Licensed Independent Life Insurance Producer
  • Licensed and Ordained Minister

Timeline

Call Center Representative

Infinite Computing Systems
05.2024 - 11.2024

Customer Service Representative

Totalmed Staffing
12.2022 - 11.2023

Call Center Supervisor

Teleperformance USA
06.2017 - 06.2022

Associate of Science - Criminal Justice

Everest University

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Carissa Speed