Cherlysia McCullough
Mesquite,Tx
Summary
Attentive Customer Service Representative with 10 + years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player.
Overview
11
11
years of professional experience
Work History
Social Media Analyst
Genpact
03.2018 - Current
- Following client's guidelines to make social media platforms safe while staying updated on policy changes every two weeks
- Coaching and mentoring to new team members
- Lead team huddles and meetings
- Promoted to subject matter expert based on high compliance and accuracy.
- Streamlined reporting processes for improved efficiency and reduced response times.
- Enhanced monitoring accuracy by implementing advanced data analysis techniques and tools.
Customer Service
IQor
01.2017 - 03.2018
- Agent in a high-volume call center handling escalated calls
- Exceeded sales goals and performance metrics
- Team lead whom worked with training department on call guides and scripts to increase center's performance
- Demonstrated mastery of customer service procedures
- Developed effective relationships with all call center departments through clear communications on objectives.
- Handled over 200+ incoming calls daily while providing excellent customer service.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
Technical Support
State Farm
01.2016 - 12.2016
- Provided office support for field agents
- Able to think outside the box for complex inquiries from agents and customers
- Provide emergency customer service assistance, utilize computer technology to access online job aids, navigate State Farm intranet to locate specific procedural information
- Superior performance promoted to supervisor lead team of 15 agents.
Customer Service
Walmart
01.2013 - 12.2015
- Back end of customer service responded to emails, phone calls and concerns from past customer experiences
- Compliance team lead addressed upcoming policy changes for all Walmart employees
- Cash office experience for end of day deposits
- Assist in schedule making of customer service department
- Reported payroll errors for service team department
- Worked with upper management for upcoming promotions.
Education
Some College (No Degree) -
El Centro College
Dallas, TXSkills
- Social Media Monitoring
- Customer Engagement
- Reporting and metrics
- Team building
- Customer Service-Oriented
- Healthcare Customer Service
- IT Customer Service
- Cross-Functional Communication3
- Performance Evaluation
- Persuasion techniques
- Customer Relations
- Upselling and Cross Selling
Referrals
Professional referrals available upon request.
Timeline
Social Media Analyst
Genpact
03.2018 - Current
Customer Service
IQor
01.2017 - 03.2018
Technical Support
State Farm
01.2016 - 12.2016
Customer Service
Walmart
01.2013 - 12.2015
Some College (No Degree) -
El Centro College
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