Delicia Mack
Hampton,GA
Summary
I am a articulate and highly-skilled Inbound Call Center Representative that provides accurate and friendly customer service. I am adept at Microsoft Office, MMB and JST. I Manage customer inquiries daily in a fast-paced environment while working within strict metrics. I am customer focused which helps to strengthen customer relationships through exceptional experiences and valuable insights. I practice verbal communication and active listening skills which allows me to perform extensive research to resolve customer inquiries when necessary.
Overview
12
12
years of professional experience
Work History
Inbound Call Center Representative
ADT
11.2022 - Current
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Prioritized customer service requests in order of urgency to promptly resolve critical issues.
- Participated in ongoing training sessions to continuously improve knowledge base and skillset within the call center environment.
- Facilitated communication between customers and other departments to facilitate resolution.
- Received recognition as an exemplary employee for consistently maintaining high levels of professionalism under pressure.
- Supported New Hires in learning job policies, procedures and responsibilities through guidance on best practices
- Resolved complaints to satisfy customers and encourage future transactions.
- Followed standard operating procedures when handling customer problems and complaints.
- Escalated complex issues appropriately to management or specialized departments for further resolution when necessary.
- Collaborated with colleagues to share best practices and improve overall team performance.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Built positive relationships with customers by providing exceptional customer service.
- Provided timely feedback to management regarding customer inquiries and issues.
Disaster Agent
American Red Cross
10.2022 - 06.2023
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved clients complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Obtained client information by answering telephone calls.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
General Manager
BayMarket Kitchen
01.2017 - 03.2020
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
Customer Service Window Clerk
United States Postal Service, USPS
06.2012 - 12.2016
- Stayed current with changes in postal regulations or procedures through ongoing training opportunities.
- Successfully managed large volumes of incoming packages for distribution within tight timeframes.
- Handled incoming phone calls professionally, addressing inquiries or directing callers as needed.
- Maintained a clean and organized work area, contributing to an overall positive environment for both employees and customers.
- Recognized potential security risks related to suspicious packages and followed proper protocols to ensure safety.
- Educated customers on available services such as package insurance, tracking options, and shipping timelines.
- Efficiently processed bulk mailings for business clients while maintaining attention to detail and accuracy in pricing calculations.
- Assisted customers with postage purchases, maintaining a high level of product knowledge to provide accurate information.
- Processed passport applications efficiently and accurately, ensuring compliance with all regulations.
- Exceeded performance expectations regularly, leading to positive feedback from supervisors and peers.
- Enhanced customer satisfaction by providing efficient and friendly service at the window counter.
- Managed financial transactions, ensuring accuracy in cash handling and balancing daily accounts.
- Assisted customers by answering questions and fulfilling requests.
- Assisted customer by locating items, processing payments, and carrying out heavy purchases.
Education
High School Diploma -
Brooklyn College Academy
Brooklyn, NY06.1998
Skills
- Performance Metrics
- Up-selling techniques
- Call Handling Techniques
- Call decisioning
- High-volume call centers
- Empathy and patience
- Appointment Scheduling
- Documentation And Reporting
- Call Center Operations
- Feedback and Coaching
- Payment Processing
- Customer Service
- Problem-solving skills
- Verbal and written communication
- Interpersonal Skills
Timeline
Inbound Call Center Representative
ADT
11.2022 - Current
Disaster Agent
American Red Cross
10.2022 - 06.2023
General Manager
BayMarket Kitchen
01.2017 - 03.2020
Customer Service Window Clerk
United States Postal Service, USPS
06.2012 - 12.2016
High School Diploma -
Brooklyn College Academy