Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Work Availability
Quote
Timeline
background-images

Dewaynia keyes

Jackson,MS

Summary

Dynamic Inbound Call Center Representative with a proven track record at Arise Platform, excelling in customer service optimization and problem-solving. Recognized for enhancing first-call resolution rates and maintaining high-quality service standards. Skilled in call management software and building rapport, consistently delivering exceptional results in high-pressure environments.

Offering solid foundation in customer interaction and strong desire to learn and grow in call center environment. Brings ability to quickly understand and navigate call center systems while providing accurate information and support. Ready to use and develop communication and problem-solving skills in Remote roles.

Personable and reliable, with natural ability to connect with people and create positive interactions. Possesses foundational knowledge in customer service and communication, combined with proficiency in handling inquiries and resolving issues efficiently. Committed to delivering exceptional customer experiences and contributing to team success.

Overview

1
1
year of professional experience
1
1
Certification

Work History

Inbound Call Center Representative

Arise Platform
04.2019 - 04.2020
  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Improved first-call resolution rates by effectively utilizing resources and available tools.
  • 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.
  • Responded to customer inquiries via telephone, email and live chat to provide updated information.
  • 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.
  • Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
  • Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Streamlined call center operations by implementing efficient processes and procedures.
  • Built positive relationships with customers by providing exceptional customer service.
  • Provided timely feedback to management regarding customer inquiries and issues.
  • Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
  • Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
  • Developed rapport with customers while maintaining a professional tone throughout conversations, resulting in higher satisfaction scores.
  • Recorded customer interactions, inquiries and comments in customer service database for traceability.
  • Participated in ongoing training sessions to continuously improve knowledge base and skillset within the call center environment.
  • Provided customers with product information and answered inquiries to provide top-quality service.
  • Kept up-to-date with company products, services, policies, and regulations to provide accurate information to callers at all times.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Maintained strict adherence to data protection regulations when handling customer information, ensuring confidentiality and security at all times.
  • 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.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Achieved success in retaining dissatisfied customers by offering targeted solutions and demonstrating empathy during challenging interactions.
  • 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.
  • Exceeded established performance metrics by demonstrating strong problem-solving abilities in addressing caller concerns quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Supported other departments as needed during peak periods or staff shortages, showcasing adaptability and versatility across various tasks.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Education

High School Diploma -

Raleigh High School
Raleigh, MS
05-2009

Skills

  • Performance metrics
  • Up-selling techniques
  • Call decisioning
  • Call handling techniques
  • High-volume call centers
  • Empathy and patience
  • Product knowledge
  • Appointment scheduling
  • Documentation and reporting
  • Call center operations
  • Account updating
  • Information protection
  • System documentation
  • Call management software
  • Call management
  • Needs assessment
  • Remote chat support
  • Typing35 wpm
  • Payment processing
  • Communicating with clients
  • Answering questions
  • Customer service
  • Problem-solving skills
  • Call center customer service
  • Resolving issues
  • Customer communications
  • Verbal and written communication
  • Inbound phone calls
  • Customer support
  • Gathering information
  • Data entry
  • Customer service optimization
  • Interpersonal skills
  • Quality control
  • Complaint resolution
  • Call control
  • Quality assurance
  • Calm disposition
  • Logging call information
  • Sales expertise
  • Building rapport
  • Data gathering
  • Performance improvement
  • Sales closing
  • Database research
  • Prospecting skills
  • Delivery tracking
  • Brand representation
  • Credit adjustments
  • Customer account updates
  • Call logging
  • Professional phone voice
  • Providing customer support
  • Call handling
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved Independent Business Owner certification by completing training with accuracy and efficiency.

Certification

  • Certified Independent Business Contractor, Arise Platform 5+ yrs.

Languages

English
Full Professional

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel

Timeline

Inbound Call Center Representative

Arise Platform
04.2019 - 04.2020

High School Diploma -

Raleigh High School

Similar Profiles

CREATE PROFILE
Dewaynia keyes