Summary
Overview
Work History
Education
Skills
Timeline
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COLLETTE TAKANG

White Bear Lake

Summary

Highly motivated and experienced call center professional with experience providing exceptional service and technical support. Skilled in resolving issues and complaints quickly and efficiently, while providing a positive customer experience. Possesses strong organizational and problem-solving skills, and is able to multi-task and handle a high volume of calls.

Overview

4
4
years of professional experience

Work History

Call Center Representative

Securian Financial
05.2024 - Current
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Maintained detailed records of customer interactions within Salesforce, streamlining communication efforts between various departments.

Customer Service Representative

Federal Reserves Bank
12.2022 - 07.2024
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
  • Met customer call guidelines for service levels, handle time and productivity
  • Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding
  • Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers
  • Demonstrated excellent communication skills by actively listening to customers, responding to their needs, and providing helpful solutions
  • Researched customer accounts for accuracy and completeness of data.
  • Performed outbound calls to follow up on customer inquiries and account statuses.
  • Exceeded performance metrics related to call time, quality, and customer satisfaction.
  • Explained product features and benefits to customers to encourage sales.
  • Managed multiple tasks simultaneously while adhering to strict time constraints.

Contact Center Representative

Amazon
04.2021 - 10.2022
  • Assisted with the opening of new accounts and processed account maintenance requests
  • Increased first-call resolution rates by carefully listening to customers' needs and providing accurate information based on their inquiries
  • Manage a high volume of inbound calls from customers regarding orders, delivery times returns and refunds.
  • Handled customer complaints and inquiries in a courteous and efficient manner.
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
  • Developed strong customer relationships and loyalty through effective communication.
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
  • Responded to telephone inquiries and complaints following standard operating procedures.
  • Utilized problem-solving techniques to identify solutions for complex customer inquiries.
  • Processed orders, returns, and exchanges in an accurate and efficient manner.
  • Assisted customers with product selection by providing detailed information about available products and services.
  • Met daily customer service quotas with a focus on quality.
  • Updated and maintained database with accurate customer information and timely data entry.
  • Analyzed customer feedback surveys to identify areas of improvement in the customer service department.
  • Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.

Education

IT SUPPORT SPECIALIST -

Coursera
08.2021

BACHELORS IN LAW - undefined

University of Yaounde 2
10.2015

Skills

  • Data Entry
  • Call Center Operations
  • Adaptability and Flexibility
  • Empathic
  • Problem-solving skills
  • Customer support
  • Microsoft Office
  • Complaint resolution
  • Multitasking and Organization
  • Technical support
  • Verbal and written communication
  • Strong desire to learn new skills

Timeline

Call Center Representative

Securian Financial
05.2024 - Current

Customer Service Representative

Federal Reserves Bank
12.2022 - 07.2024

Contact Center Representative

Amazon
04.2021 - 10.2022

BACHELORS IN LAW - undefined

University of Yaounde 2

IT SUPPORT SPECIALIST -

Coursera

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COLLETTE TAKANG