Summary
Overview
Work History
Education
Skills
Timeline
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Celia Napier

South Point,OH

Summary

Polite and professional call center representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Overview

5
5
years of professional experience

Work History

Call Center Representative

Roys Towing
01.2019 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Administrative Assistant

Marshall
01.2019 - 01.2022
  • Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.

Education

High School Diploma -

Chesapeake High School
Chesapeake, OH

Skills

  • Product Upselling
  • Sales Closing
  • Complaint Resolution
  • Call Control
  • Quality Assurance
  • Payment Processing
  • Technical Support
  • Customer Service
  • Account Updating
  • Data Entry
  • Logging Call Information
  • Call Center Customer Service
  • Database Research
  • Problem-Solving Skills
  • Customer Support
  • Answering Questions
  • Resolving Issues

Timeline

Call Center Representative

Roys Towing
01.2019 - Current

Administrative Assistant

Marshall
01.2019 - 01.2022

High School Diploma -

Chesapeake High School

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Celia Napier