Ebony George
Baton Rouge
Summary
Dynamic Customer Service Representative with proven expertise at TTEC AT HOME, recognized for exceeding performance metrics and enhancing customer loyalty through active listening and effective problem resolution. Skilled in critical thinking and data entry, I consistently improved resolution times, fostering positive client relationships and driving repeat business.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Conversion Calls-Remote
10.2020 - 03.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
TTEC AT HOME
03.2016 - 09.2020
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
Convergys
02.2010 - 08.2020
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
Education
Bachelor of Science - Health Care Administration
05-2027
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Complaint handling
Timeline
Customer Service Representative - Conversion Calls-Remote
10.2020 - 03.2025
Customer Service Representative - TTEC AT HOME
03.2016 - 09.2020
Customer Service Representative - Convergys
02.2010 - 08.2020
University of Phoenix - Bachelor of Science, Health Care Administration
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