Carla Ferguson
Miramar,FL
Overview
17
17
years of professional experience
Work History
Quality Control Analyst
Liveops
09.2014 - Current
- Independent Contractor for Nike Tier I & II
- Independent Contractor for Victoria Secret and Turo Car Sharing Company
- Helped dispatch towing service for customers who were actively using one of our members vehicle.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled day-to-day customer contact via phones, faxes and emails.
- Provided primary customer support to internal and external customers.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Mediation Coordinator
Teleperformance USA
03.2021 - 01.2023
- General Motors Mediation Specialist for Better Business Bureau
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Prepared written opinions or decisions regarding cases.
- Facilitated and implemented settlement agreements by proposing resolutions and supporting effective decision-making for involved parties.
Client Relations Specialist
Teleperformance USA
12.2012 - 03.2021
- Provided Exceptional Service for clients such as Sears, Best Buy, Solutran and many more.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Logged call information and solutions provided into internal database.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
Lead Reservations Agent
Advantage Rent A Car
01.2007 - 01.2012
- Deescalated calls from customers who had current or past issues in one of our vehicle. Arrange for tow service (client San Antonio 24 hour towing) member’s vehicle when the vehicle cannot be started or is unsafe to drive.
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques discrepancies for customers.
Education
Bachelor of Arts - Organizational Communication
Florida International University
Miami, FL08.2023
Associate of Arts - Radio And Television Broadcasting
San Antonio College
San Antonio, TX08.2012
Skills
- Project Management
- Broadcast Media
- Creative Writing
- Critical Thinking
- Creative Solutions
- Independent Judgement
- Survey Development
- Research Support
- Orientation Sessions
- Enrollment Processing
- College Application Knowledge
- Customer Inquiries
- Training Programs
- Video Streaming
- Active Listening
- Audio and Video Production
- Multimedia Development
- Market Research
Timeline
Mediation Coordinator
Teleperformance USA
03.2021 - 01.2023
Quality Control Analyst
Liveops
09.2014 - Current
Client Relations Specialist
Teleperformance USA
12.2012 - 03.2021
Lead Reservations Agent
Advantage Rent A Car
01.2007 - 01.2012
Bachelor of Arts - Organizational Communication
Florida International University
Associate of Arts - Radio And Television Broadcasting
San Antonio College
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