CHARLES CALLAHAN
Desert Hot Springs,CA
Summary
Experienced and skillful Inbound Customer Service Agent providing high quality service to callers, working address and meet all needs. Adept at following communication scripts to properly handle various needs in a poised and professional manner. Proven track record of serving as an effective liaison between companies and their potential and current clients. Works to keep and increase customer satisfaction with every phone call. Understands the importance of delivering the mission of a brand with each action and interaction that takes place involving customers
Overview
11
11
years of professional experience
Work History
Rental Sales Agent
Avis Budget Group
Palm Springs, CA
12.2023 - Current
- Developed and implemented a sales playbook that standardized sales techniques, resulting in a 25% improvement in sales conversion rate
Sales And Service Consultant
AT&T
, Remote
05.2022 - 04.2023
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities
- Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information
- Utilized CRM software to track customer interactions, update account information, and document issue resolutions
- Achieved monthly targets for average handle time (AHT) while maintaining quality standards for each interaction with customers
Technical Advisor
Conduent
, Remote
01.2019 - 08.2020
- Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues
- Performed remote diagnostics and troubleshooting to identify network connectivity problems
- Conducted regular follow-ups with customers to ensure their technical issues were fully resolved
- Installed, configured, and maintained software applications on customer devices remotely or onsite as required
Technical Support Representative
Teleperformance USA
, Remote
03.2017 - 03.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Demonstrated strong problem-solving skills by analyzing error logs, system configurations, and network settings
- Provided step-by-step instructions to customers on how to resolve common software installation issues
- Managed a caseload of 40 tickets per day while maintaining a high level of accuracy
Customer Care Representative
EGS Call Center
Houston, TX
01.2014 - 05.2015
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Resolved an average of 45 customer issues per day through active listening, problem-solving, and effective communication
- Utilized CRM software to accurately document interactions, update customer information, track issue resolution progress, and generate reports
- Identified opportunities for upselling or cross-selling products/services based on individual customer needs or preferences
Education
Some College (No Degree) - Information Technology
Calbright College
RemoteSkills
- Help Desk
- Cross-functional communication
- IT troubleshooting
- Customer support
- Technical support triage
Timeline
Rental Sales Agent
Avis Budget Group
12.2023 - Current
Sales And Service Consultant
AT&T
05.2022 - 04.2023
Technical Advisor
Conduent
01.2019 - 08.2020
Technical Support Representative
Teleperformance USA
03.2017 - 03.2018
Customer Care Representative
EGS Call Center
01.2014 - 05.2015
Some College (No Degree) - Information Technology
Calbright College
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