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
Richardson, Tx
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
Richardson, Tx
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
Irving, Texas
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
Dallas, Tx
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