Chartavia McFadden
Tampa,FL
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving. Multitasking and research abilities. Background in call center roles with high-volume customer demands.
Overview
11
11
years of professional experience
Work History
Lead Customer Care Associate
Wipro
10.2014 - Current
- Led team in resolving complex customer inquiries and escalations, enhancing overall satisfaction.
- Professionally handle both inbound and outbound calls from external and internal customers.
- Ensure that the customer issues are resolved both promptly and accurately.
- 834 file processing knowledge to assist with resolution.
- Demonstrate the ability to effectively coach and educate customers to find answers to inquiries effectively.
- Ability to effectively communicate in writing and verbally.
- Ability to work as a team member, as well as independently.
- Handle escalation calls from customer care associates to seek resolution.
- Consistently achieves and exceeds quality, productivity, customer satisfaction, and other metrics.
Education
High School Diploma -
Jefferson High School
Tampa, FL06.2011
Skills
- Exceptional written and verbal communication
- Complaint handling
- Email etiquette
- Microsoft Office excel, word, and powerpoint
- Call center experience 10 yrs
- Data entry
- Documentation and reporting
- Payment processing
- Teamwork and collaboration
- Problem-solving skills
- Organizational skills
Timeline
Lead Customer Care Associate
Wipro
10.2014 - Current
High School Diploma -
Jefferson High School