Charity Ketchum
Jacksonville,North Carolina
Summary
Dynamic professional with extensive experience in call center operations and data management, dedicated to delivering efficient resolutions and fostering strong client relationships. Proven track record of enhancing customer experiences through exceptional communication and adept problem-solving abilities. Recognized for collaborative teamwork and adaptability in fast-paced environments, consistently achieving organizational goals. Expertise includes call handling and conflict resolution, significantly impacting overall customer satisfaction and operational success.
Overview
3
3
years of professional experience
Work History
Call Center Agent
Foundever
01.2023 - 01.2024
- Assisted customers with product inquiries, billing issues, and technical support, ensuring timely resolutions.
- Collaborated with team members to streamline processes and improve overall call handling efficiency.
- Conducted follow-up calls to ensure customer satisfaction and retention.
- Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.
- Resolved escalated customer complaints in a calm and diplomatic manner while ensuring that all commitments were met.
- Transferred phone calls to the proper department or individual as necessary.
- Handled customer concerns tactfully, promptly, and with genuine concern for the customer's problems.
Customer Service Representative
Prophet Logic
01.2022 - 01.2023
- Managed 20-100 incoming calls daily, addressing customer inquiries and resolving issues efficiently.
- Achieved 75-95% customer satisfaction rating through effective communication and problem resolution.
- Trained new hires on customer service protocols and software tools, enhancing team performance.
- Documented customer interactions and feedback in the CRM system to improve service quality.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
Data Entry Clerk
Merit America
01.2021 - 01.2022
- Focus on quantifiable achievements, e.g., Entered data for over 500 clients per month with 99% accuracy.
- Entering data into databases or systems accurately and efficiently.
- Maintaining and updating existing data files as needed.
- Keeping physical and electronic documents organized for easy access.
- Detail-oriented data entry specialist with over 1 year of experience in fast-paced office environments.
- Proficient in data management software and committed to maintaining high levels of accuracy.
- Collaborated closely with colleagues within the organization to ensure timely completion of projects.
- Compiled and sorted confidential information according to established procedures.
Education
High School -
White Oak High School
01-2021
Skills
- Problem-solving skills
- Answering questions
- Data entry
- Typing speed
- Resolving issues
- Team development
- Interpersonal skills
- Customer communications
- Quality assurance
- Call center operations
Timeline
Call Center Agent
Foundever
01.2023 - 01.2024
Customer Service Representative
Prophet Logic
01.2022 - 01.2023
Data Entry Clerk
Merit America
01.2021 - 01.2022
High School -
White Oak High School