Summary
Overview
Work History
Education
Skills
Timeline
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Deidra Croley

Williamsburg,KY

Summary

Polite and professional call center representative 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.

Overview

7
7
years of professional experience

Work History

Call Center Representative

Arise Virtual Solutions Inc. (Home Depot)
06.2023 - Current


  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.

Medical Representative

Shyftoff (Nations Benefits)
09.2022 - 08.2023
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Implemented effective follow-up protocols, ensuring timely responses to customer inquiries and concerns.
  • Maintained strict confidentiality of applicant information, adhering to all applicable privacy laws and regulations.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Customer Care Representative

Shyftoff (IDX-Data Breach)
10.2022 - 03.2023
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Assisted call-in customers with questions and orders.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Representative

Shiftsmart
09.2018 - 09.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Worked effectively in fast-paced environments.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Demonstrated a strong Knowledge of Zendesk Ticket system and various CRM Models used across platform
  • Excellent communication skills, both verbal and written.

Outbound Customer Service Representative

Shiftsmart (Dynata, Bonsai, WWE)
01.2019 - 07.2021
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Displayed empathy towards customers'' needs, creating a positive experience despite challenging circumstances that may have led them to reach out for assistance initially.
  • Followed-up on leads produced by outbound marketing campaigns based on established criteria.
  • Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
  • Participated actively in team meetings, contributing valuable insights into ways of enhancing customer service delivery.
  • Streamlined call processes, ensuring efficient use of time and resources for each interaction.
  • Met established attendance expectations and team revenue goals to achieve company objectives.
  • Maintained a high level of professionalism while handling difficult or irate customers.
  • Exceeded quality assurance metrics regularly through diligent adherence to company protocols during interactions with clients.

Education

Bachelor of Science - Education

University of The Cumberlands
Williamsburg, KY

Master of Science - Special Education

University of The Cumberlands
Williamsburg, KY

Rank 1 - Education

University of The Cumberlands
Williamsburg, KY

Skills

  • Employee management

  • State, local and federal regulations

  • Time management

  • Technology oriented

  • Knowledge of upselling techniques

  • Detail oriented

  • CRM navigation

  • Technical troubleshooting

  • Proficient in Zendesk

Timeline

Call Center Representative

Arise Virtual Solutions Inc. (Home Depot)
06.2023 - Current

Customer Care Representative

Shyftoff (IDX-Data Breach)
10.2022 - 03.2023

Medical Representative

Shyftoff (Nations Benefits)
09.2022 - 08.2023

Outbound Customer Service Representative

Shiftsmart (Dynata, Bonsai, WWE)
01.2019 - 07.2021

Customer Service Representative

Shiftsmart
09.2018 - 09.2022

Bachelor of Science - Education

University of The Cumberlands

Master of Science - Special Education

University of The Cumberlands

Rank 1 - Education

University of The Cumberlands

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Deidra Croley