Delwanisha Russell
Houston
Summary
Knowledgeable Customer Service Agent with solid background in customer service, ensuring client satisfaction through effective communication and problem-solving. Proven ability to manage customer inquiries and resolve issues efficiently. Demonstrated skills in team collaboration and adaptability to changing environments.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Sutherland Global
06.2024 - 12.2024
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Followed up with customers about resolved issues and completed Invoices and Payment plans to maintain high standards of customer service.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
Customer Service Representative
Alorica
01.2022 - 05.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered over 75+ calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Entered orders into computer database system.
Customer Service Assistant
Conduent Call Center
02.2020 - 01.2022
- Answered customer questions about product availability and shipment times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Managed 100+ incoming calls each day with utmost professionalism and knowledgeable service.
- Submitted completed orders quickly to maximize delivery efficiency.
- Offered basic technical support for clients on wide range of company products.
- Described product highlights and benefits to help guide purchasing decisions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Capitalized on upsell opportunities by suggesting best-fit offerings from available company products and services.
- Organized data on current trends and prepared presentations for senior leadership to highlight areas of strength and opportunities for improvement.
- Educated customers about billing, payment processing and support policies and procedures.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Effective liaison between customers and internal departments.
Education
High School Diploma -
North Forest High School
Houston, TX05.2014
Skills
- Data entry
- Outstanding communication skills
- Empathetic and genuine
- Active listening
- Customer complaint resolution
- Call control
- Spreadsheet tracking
- Payment processing
- Inbound customer service
- Billing inquiries
- Typing speed
- Multitasking and organization
- Team collaboration
- Phone etiquette
- Email management
- Script adherence
- Scheduling
- Microsoft outlook
- Client relations
- Administrative support
- Call center operations
- Multi-line phone talent
- Customer service
- Call center experience
Timeline
Call Center Representative
Sutherland Global
06.2024 - 12.2024
Customer Service Representative
Alorica
01.2022 - 05.2024
Customer Service Assistant
Conduent Call Center
02.2020 - 01.2022
High School Diploma -
North Forest High School
Similar Profiles
Shaderia FisherShaderia Fisher
Health claims adjudicator at Sutherland GlobalHealth claims adjudicator at Sutherland Global
Lejaun ChongLejaun Chong
Customer Service Representative at Sutherland GlobalCustomer Service Representative at Sutherland Global
Saboor Syed NoorulSaboor Syed Noorul
Customer Service Representative at Sutherland GlobalCustomer Service Representative at Sutherland Global