Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

ELLEN COLE

Kansas City,MO

Summary

Driven to excel, I leveraged my CRM knowledge and problem-resolution skills at Centrinex to enhance customer satisfaction and retention. My ability to manage high-stress situations and multitask effectively led to a consistent track record of exceeding performance metrics, demonstrating a commitment to results and teamwork. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

35
35
years of professional experience
1
1
Certification

Work History

Work From Home Agent

Centrinex
02.2018 - 03.2024
  • Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
  • Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
  • Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
  • Resolved customer inquiries and complaints from multiple channels with moderate supervision.
  • Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
  • Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
  • Maintained a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.
  • Provided personalized assistance to customers, boosting overall satisfaction and retention rates.

Customer Service Representative

AT&T Call Center
01.1999 - 02.2018
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Cement Mason

Fahey Construction
08.1989 - 12.1999
  • Contributed to increase in positive online reviews by focusing on quality, safety, and client satisfaction.
  • Utilized standard hand tools such as groovers and hand trowels to alleviate inconsistencies and create level surfaces.
  • Trained and mentored [Number] apprentices over [Number] month period.
  • Provided exceptional customer service through clear communication regarding project timelines, costs, and expectations, resulting in high satisfaction rates among clients.
  • Suggested improvements to safety protocols through new training initiatives, resulting in [Number]% reduction in incidents.
  • Monitored weather for optimal conditions for concrete pouring.
  • Filled roadways, driveways, sidewalks, bridges, homes and parking lots to meet project plan specifications.
  • Prepared surfaces with sponge-rubber float or burlap.
  • Minimized project delays by performing routine maintenance on equipment and promptly addressing any issues or malfunctions.
  • Demonstrated versatility with experience in various types of cement masonry projects, including commercial, residential, and industrial settings.
  • Exceeded client expectations by delivering high-quality craftsmanship, attention to detail, and timely completion of projects within budgetary constraints.
  • Constructed concrete beams, columns and panels.
  • Inspected detail work for adequacy and spread concrete into corners and small areas of forms using hand tools.
  • Inspected areas to address inconsistencies and patched holes with fresh concrete or epoxy compound.
  • Delivered aesthetically pleasing results by skillfully applying finishing techniques to achieve smooth and polished surfaces.
  • Expanded skill set through ongoing professional development, staying current on industry trends and best practices for cement masonry work.

Education

High School Diploma -

CARVER HIGH SCHOOL
New Orleans, LA
05.1987

Skills

  • Typing Speed
  • Phone Etiquette
  • Goal-Oriented
  • CRM Knowledge
  • Appointment Scheduling
  • Billing management
  • File Maintenance
  • Record preparation
  • Parts Ordering
  • CRM Software
  • Customer Service
  • Computer Skills
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Remote Office Availability
  • Microsoft Office
  • Customer Relations
  • Teamwork and Collaboration
  • Problem Resolution
  • Professional telephone demeanor
  • Document and Records Management
  • Medical terminology knowledge
  • Data Entry
  • Issue and Complaint Resolution
  • Order Processing
  • Call Documentation
  • Inbound Call Management
  • LiveChat Messaging
  • Administrative and Office Support
  • Call Center Operations
  • Following scripts
  • Account Updates

Accomplishments

  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved [Issue] which led to [Results].
  • Achieved [Result] through effectively helping with [Task].

Certification

  • cement finishing Training - 4 yrs

Timeline

Work From Home Agent

Centrinex
02.2018 - 03.2024

Customer Service Representative

AT&T Call Center
01.1999 - 02.2018

Cement Mason

Fahey Construction
08.1989 - 12.1999

High School Diploma -

CARVER HIGH SCHOOL

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ELLEN COLE