Summary
Overview
Work History
Education
Skills
Timeline
Generic

Damineta Robbins

Columbus,MS

Summary

Polite and professional Job Call Center Agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level call rep position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

14
14
years of professional experience

Work History

Call Center Representative

Alorica
Saraland, AL
04.2018 - 01.2024
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • 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.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Processed debit and credit card and electronic check payments.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Approved and terminated customer contracts upon request.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Compiled status and performance reports for team leaders to address company strengths and weaknesses.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.

Call Agent

Cigna
Moulton, TX
03.2010 - 11.2017
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
  • Maintained high call quality standards by adhering to company guidelines and protocols.
  • Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
  • Built strong customer relationships with empathetic communication and active listening skills.
  • Supported colleagues in handling complex cases, fostering a collaborative work environment.
  • Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
  • Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
  • Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
  • Provided constructive feedback during regular team meetings, helping drive continuous improvement within the department.
  • Attended training to stay up to date with new products and service offerings.
  • Escalated complex matters to management to request information or appropriate action to resolve.
  • Interpreted, audited and reconciled reports for accuracy or completeness.
  • Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
  • Received incoming calls and paged individuals and departments over PA system.
  • Supported customers by managing Number calls per day efficiently while maintaining professionalism and upbeat tone.

Education

General Studies

West Point High School
West Point, MS

Early Childhood Education

East Mississippi Community College
Scooba, MS

Skills

  • Product Upselling
  • Customer Relationship Management
  • Customer Service
  • Sales Closing
  • Technical Support
  • Account Updating
  • Payment Processing
  • Call Control
  • Complaint Resolution
  • Quality Assurance
  • Data Entry
  • Product or Service Expertise
  • Account Management
  • Performance Improvement
  • Inbound Phone Call Management
  • Customer Support
  • Inbound Phone Calls
  • Verbal and Written Communication
  • Answering Questions
  • Appointment Scheduling
  • Credit Adjustments
  • Quality Control
  • System Documentation
  • Communicating With Clients
  • Call Center Customer Service
  • Gathering Information
  • Resolving Issues
  • Customer Communications
  • Performance Monitoring
  • Call Center Operations
  • Active Listening
  • Attention to Detail
  • Stress Management
  • Decision Making
  • Call Handling
  • Direct Sales
  • Order Processing
  • Complaint Investigation
  • Sales and Upselling
  • Providing Customer Support
  • Logging Call Information
  • Caller Accomodations
  • Database Research
  • Customer Account Updates
  • Billing Adjustments and Refunds
  • Investigate Claims
  • Accurate Estimates
  • Issue and Complaint Resolution

Timeline

Call Center Representative

Alorica
04.2018 - 01.2024

Call Agent

Cigna
03.2010 - 11.2017

General Studies

West Point High School

Early Childhood Education

East Mississippi Community College
Damineta Robbins