Ebony Brantley
Aiken,SC
Summary
Accomplished Customer Service Representative with 3+ years of experience, a proven track record at Teleperformance USA, adept in CRM systems like Salesforce and Zendesk, and excelling in conflict resolution. Demonstrated ability to enhance customer satisfaction, achieving high performance metrics through effective communication and problem-solving skills. Committed to leveraging data entry expertise and interpersonal abilities to meet and exceed employer expectations.
Overview
6
6
years of professional experience
Work History
Customer Service Representative Agent
UnitedHealth Group
Remote
06.2021 - 06.2024
- Handled inbound calls from customers, addressing inquiries and resolving issues efficiently.
- Processed purchase orders and ensured accurate data entry into CRM systems.
- Assisted customers with navigating the company website, placing orders, and tracking shipments.
- Managed payment processing, including accepting payments and handling refund/exchange requests.
- Consistently achieved high customer satisfaction scores and met performance metrics.
Customer Service Representative
Telepreformance USA
Remote
04.2018 - 05.2021
- Multitasked and maintained a high level of professionalism and calmness with all personnel even in high-stress situations.
- Gathered data to better understand the client's needs and provide quick solutions.
- Listened to feedback, provided appropriate responses, and forwarded issues to the appropriate department.
- Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
- Calmly provide conflict resolution and navigate frustrated clients with the associate team.
- Operated between different systems.
- Understood and emphasized customers' issues.
- Logical problem-solving and the ability to multitask.
- Demonstrated a high sense of urgency.
- Entered data for customer(s) in various software programs.
- Keen sense of attention to detail, taking the initiative.
- Excellent communication skills both oral and written
- Appropriately communicated with upset customer(s) to resolve their inquiries.
- Troubleshoot equipment and system problems
- Followed up with customer(s) inquiries by taking specific action promptly.
- Participated in additional training courses when needed.
- Resolved customer inquiries related to credit card payments, account adjustments, and service requests with a commitment to accuracy and prompt service.
- Addressed complex customer service issues across various financial products, ensuring high levels of customer satisfaction.
- Processed new account applications and credit line adjustments in compliance with financial regulations, while informing customers on responsible account management.
Education
High School Diploma - General Studies
Wade Hampton High School
Hampton, SC06.2016
Skills
- Call Center Operations
- Customer Service Excellence
- Data Entry and Order Processing
- Payment Processing
- Problem-Solving and Conflict Resolution
- CRM Systems (Salesforce, Zendesk)
- Telephony Systems
- Communication and Interpersonal Skills
- Time Management
- Multitasking
- Microsoft Office Suite
- Google Workspace
Timeline
Customer Service Representative Agent
UnitedHealth Group
06.2021 - 06.2024
Customer Service Representative
Telepreformance USA
04.2018 - 05.2021
High School Diploma - General Studies
Wade Hampton High School