TRAKENA BAILEY
MONTGOMERT,AL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Call Center Sales Representative
Alorica
MONTGOMERY, AL
08.2021 - 06.2024
- Answered incoming calls from customers, providing prompt and accurate information.
- Utilized a computer system to track customer accounts and update order information.
- Followed up with customers after purchase or service delivery to ensure satisfaction levels were met.
- Identified opportunities to cross-sell additional products and services to existing customers.
- Assessed customer feedback surveys and made adjustments accordingly.
- Processed orders for customers over the phone.
- Provided technical support when needed regarding product installation, usage, troubleshooting.
Call Center Supervisor
Afni Inc, Verizon
AUBURN, AL
05.2017 - 07.2021
- Provided guidance, training, coaching and mentoring to call center team members.
- Coordinated staff schedules to ensure optimal coverage during peak hours.
- Monitored calls for quality assurance purposes.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Facilitated communication between departments to resolve problems quickly.
- Conducted performance reviews of call center staff and documented results.
Call Center Representative
Carnival Cruise Lines
Montgomery, AL
05.2013 - 04.2017
- Attended regular training sessions on updates and changes within the industry or organization.
- Maintained detailed records of customer interactions and transactions for future reference.
- Maintained records of customer interactions, transactions, comments and complaints.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
Education
Associate of Applied Science - COMPUTER INFORMATION SCIENCES
H. Councill Trenholm State Community College
Montgomery, AL05-2016
Skills
- Performance Tracking
- Call handling
- Call Center Customer Service
- Building rapport
- Stress Tolerance
- Persuasive Strategies
- Time Management
- Marketing Strategies
- Customer Inquiry and Response
- Speech Clarity
- Service Descriptions
- Customer Targeting
Timeline
Call Center Sales Representative
Alorica
08.2021 - 06.2024
Call Center Supervisor
Afni Inc, Verizon
05.2017 - 07.2021
Call Center Representative
Carnival Cruise Lines
05.2013 - 04.2017
Associate of Applied Science - COMPUTER INFORMATION SCIENCES
H. Councill Trenholm State Community College
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