Chaniqua Shareef
Hampton,VA
Summary
Resourceful call center representative who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Senior Call Center Representative
Round Peg Customer Support
10.2019 - 02.2021
- Address customer service inquiries in timely and accurate fashion.
- Give accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Cross-trained over 150 staff members in three years.
- Achieve customer satisfaction rating of 95% within six months, exceeding corporate target.
- Maintain accurate and current customer account data with manual forms processing and digital information updates.
- Responded to customer calls and emails to answer questions about products and services
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Performed various clerical duties by filing and faxing documents and creating customer databases
- Investigated and resolved customer inquiries and complaints quickly
Call Center Representative
Avian Computer Experts
09.2015 - 10.2019
- Properly directed 100 inbound calls daily in phone queues to improve call flow.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Provided accurate and appropriate information in response to customer inquiries.
- Developed effective relationships with all call center departments through communication.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Provided input to assist in selection and implementation of new phone system.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Educated customers about billing, payment processing and support policies and procedures
Kelly's Call Center
Togs and Tassels Womenswear
06.2012 - 08.2015
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Demonstrated mastery of customer service call script within specified timeframes.
- Maintained over 300 records up to date at all times.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
- Assisted customers by answering questions and responding to inquiries
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Educated customers on company systems, form completion, and access to services
- Placed outbound customer service or customer satisfaction calls to follow up on issues
Education
GED -
Stafford Career Institute
141 Prison Lane Troy VA 2377907.2004
Skills
- Troubleshooting
- Service and support
- Documentation and reporting
- Computer software savvy
- Customer Support
- Inbound Phone Call Management
- Data Gathering
- Problem-Solving Skills
- Call Control
- Customer service
- Conflict resolution
- Critical thinker
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Senior Call Center Representative
Round Peg Customer Support
10.2019 - 02.2021
Call Center Representative
Avian Computer Experts
09.2015 - 10.2019
Kelly's Call Center
Togs and Tassels Womenswear
06.2012 - 08.2015
GED -
Stafford Career Institute
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