Elana Tapp
Gary,IN
Summary
Friendly Call Agent handles fast-paced call center settings. Offering excellence [Skill] and [Skill] abilities. Knowledgeable Call Center Representative with experience assisting [Industry] customers. Accomplished in recording accurate information while exceeding customers' expectations in high-volume call center. Gifted in keeping sensitive and confidential information private. Focused on improving call center times and quality of service with data-driven and hands-on approach. Attentive to customer behaviors and preferences and knowledgeable about teaching representatives to maintain good control and enhance customer satisfaction. Good recordkeeping and report writing abilities.
Overview
6
6
years of professional experience
Work History
Customer Service Executive
RER NATIONS LLC
01.2019 - Current
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Described product and service details to customers to provide information on benefits and advantages
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies
Call Center Agent
Call Center Qa.org
04.2020 - 10.2024
- 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.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Received multiple positive reviews acknowledging dedication to excellent customer service
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge
- Maintained and managed customer files and databases
- Sought out extra training opportunities to enhance customer relationship management abilities
Education
Associate of Science - Business
Kaplan College - Indianapolis
Indianapolis, IN02.2019
Skills
- Operational Efficiency
- Filing
- Research
- Return Processing
- Travel Planning
- Research Capabilities
- Administrative Support
- Retail Sales Customer Service
- Special Requests
- Customer Service
- Special Assignments
- Professional Telephone Demeanor
- Service Standard Compliance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Call Center Agent
Call Center Qa.org
04.2020 - 10.2024
Customer Service Executive
RER NATIONS LLC
01.2019 - Current
Associate of Science - Business
Kaplan College - Indianapolis
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