Carrie Connor
Contact Center Representative
Fife,WA
Summary
To seek and maintain full-time position that offers professional challenges. Utilizing interpersonal skills, excellent time management and problem-solving skills with potential for future growth.
Overview
4
4
years of professional experience
Work History
Customer Care Representative
Alaska Airlines
SeaTac, WA
12.2022 - Current
- Logged call information and solutions provided into internal database.
- Assisted call-in customers with questions and concerns.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisting customers in high volume environment with strong organizational and time management skills
- Meeting customer call guidelines for service levels, handle time and productivity.
- Was able to assist (5) teams with achieving opportunities of growth.
Call Center Supervisor
Shimmick Contruction ( WSDOT Good To Go !)
Renton, WA
04.2021 - 10.2022
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Supervised up to 20 CSR's in providing excellent customer service to callers requiring assistance for billing and payment related issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
- Trained team members on performance metrics and consumer behavior identification.
Customer Care Representative Tier II
Heritage Bank
06.2020 - 02.2021
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Reviewed information in customer accounts and made recommendations for new products and services.
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
Education
Associate of Arts - Business Administration (Some College)
South Seattle Community College (Some College)
Seattle, WA 05.2001 -
Skills
Database Research
Appointment Scheduling
Billing Coordination
Data Entry
Payment Processing
CRM Software
Customer Relations
Call Center Experience
Timeline
Customer Care Representative
Alaska Airlines
12.2022 - Current
Call Center Supervisor
Shimmick Contruction ( WSDOT Good To Go !)
04.2021 - 10.2022
Customer Care Representative Tier II
Heritage Bank
06.2020 - 02.2021
Associate of Arts - Business Administration (Some College)
South Seattle Community College (Some College)
05.2001 -