- Volunteering for community initiatives to give back to local communities and make a positive impact
- I love to Bake sweets
- Grow herbs, vegetables, or fruits in home gardens
- Mindfulness Practices
- I Enjoy participating in jogging for overall physical and mental well-being
Eboni Mcfarley
Orlando
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Work from Home Customer Service Representative
Wipro
01.2020 - Current
- Receive inbound calls from veterans inquiring about appointments for exams needed to determine benefits compensation.
- Assisted customers in understanding complex benefit programs by explaining eligibility requirements, coverage details, and enrollment procedures
- Ensured compliance with federal regulations such as HIPAA (Health Insurance Portability & Accountability Act) when handling sensitive employee information during benefits counseling sessions
- Developed strategic plans that enhanced productivity and resource allocation across departments.
- Implemented performance metrics to track progress and drive continuous improvement initiatives.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to enhance service delivery and streamline support processes.
Customer Service Representative WFH
K12 Online School
01.2016 - 01.2020
- Assisted educators and parents in navigating online learning platforms and resources.
- Streamlined processes for handling student enrollment and course registration inquiries.
- Trained new team members on customer service protocols and software systems.
- Implemented feedback mechanisms to gather insights from customers for service improvement.
- Enhanced user experience by providing timely support during technical difficulties with online tools.
- Collaborated with cross-functional teams to address complex customer concerns efficiently.
- Developed training materials to improve staff knowledge of product offerings and services.
Education
Bachelor's degree - Communications
Valencia College
Orlando, FL12.2014
High school diploma - undefined
Maynard Evans High School
Orlando, FL07.2010
Skills
- Team leadership
- Customer service
- Call center experience
- Technical support
- Computer proficiency
- Microsoft Office
- Microsoft Excel
- Data entry
- Critical thinking
- Staff management
- Customer relations
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Employee of the month by meeting my AHT goal of >120s with accuracy and efficiency.
- Supervised team of 5 staff members.
Interests
Timeline
Work from Home Customer Service Representative
Wipro
01.2020 - Current
Customer Service Representative WFH
K12 Online School
01.2016 - 01.2020
High school diploma - undefined
Maynard Evans High School
Bachelor's degree - Communications
Valencia College
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