Courtney Davin
Call Center Representative
New Braunfels,TX
Summary
Adept at navigating high-stress situations, I enhanced customer loyalty and team performance at IBEX Global through expert complaint resolution and targeted training. My blend of active listening and critical thinking skills led to significant improvements in service delivery and customer satisfaction, showcasing my ability to drive results and foster professional growth.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
IBEX Global
06.2016 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
In Team Trainer
IBEX Global
05.2023 - 01.2024
- Led by example in all aspects of work, instilling a strong sense of professionalism and dedication within the team.
- Set positive example for team members by providing high-quality, efficient service.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Improved team performance with regular evaluations, constructive criticism, and targeted coaching sessions.
- Maintained current knowledge of all team position requirements.
- Trained new employees in specific job requirements.
- Collaborated closely with management to identify areas for improvement within the training program, leading to more efficient results.
Education
Dental Assistant - Dental Assisting
Academy of Healthcare Professions
San Antonio, TX03.2007
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Call center experience
- Complaint resolution
- Payment Processing
- Professional telephone demeanor
- Call Management
- Product Knowledge
- Documentation
- Prioritization
- Building rapport
- Technical Support
- Live chat support
- Product Sales
Accomplishments
In the eight years that I've been with ibex I have worked six campaigns.
I have been promoted to floor support on four of the six campaigns, including assisting with training.
Timeline
In Team Trainer
IBEX Global
05.2023 - 01.2024
Customer Service Representative
IBEX Global
06.2016 - Current
Dental Assistant - Dental Assisting
Academy of Healthcare Professions
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