CHRISTIANNA WILLIAMS

• Actively supported agents in team chats by providing real-time solutions for customer inquiries.

• Clarified policies and procedures to ensure accurate and consistent responses.

• Monitored chats for quality and offered constructive feedback to agents.

• Conducted regular coaching sessions to improve agent performance and confidence.

• Addressed customer account discrepancies and concerns
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor
• Documented calls and complaints using call center's CRM database
• Adhered to company policies and scripts to consistently achieve call-time and quality standards

• Handled 90+ calls daily, both inbound and outbound
• Maintained a customer satisfaction rate of 98% with forward-thinking
• strategies focused on addressing customer needs and resolving concerns
• Proactively memorized over 50 company scripts, products, and services to
• provide helpful suggestions and recommendations to customers

• Arranged and prepared tables for up to 500 customers at a time to offer memorable experiences and foster repeat business