Dallas Byrd
Maumelle,AR
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Senior Call Center Agent/Trainer
Arkansas Federal Credit Union
Little Rock, AR
12.2020 - Current
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Taught agents successful strategies for positively influencing customer experiences, maintaining control of call flow and de-escalating conflicts.
- Advised managers on how best to utilize available resources in order to maximize efficiency and reduce costs associated with training initiatives.
- Collaborated with other trainers to develop innovative approaches to teaching topics relevant to their field.
- Tracked daily performance metrics such as wait times, average handle time.
- Identified customer needs by asking probing questions and actively listening to responses.
Assistant Manager-Produce
Food Depot
Stockbridge, GA
01.2015 - 12.2020
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Implemented new procedures or systems to improve efficiency within the organization.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Completed inventory audits to identify losses and project demand.
Administrative Assistant/Assistant Director of Edu
Atlanta and North Georgia Building Trades
Atlanta, GA
01.2016 - 12.2017
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Composed correspondence, reports and meeting notes.
Education
Bachelor of Arts - Sociology
Georgia State University
Atlanta, GA05-2020
Skills
- System Documentation
- Call Center Operations
- Technical Support
- Customer communications
- Training and mentoring
- CRM Software
- Issue Resolution
- Team Development
- Problem-solving skills
- Analytical abilities
- Leadership
Timeline
Senior Call Center Agent/Trainer
Arkansas Federal Credit Union
12.2020 - Current
Administrative Assistant/Assistant Director of Edu
Atlanta and North Georgia Building Trades
01.2016 - 12.2017
Assistant Manager-Produce
Food Depot
01.2015 - 12.2020
Bachelor of Arts - Sociology
Georgia State University
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