Summary
Overview
Work History
Education
Skills
Timeline
Generic

Emily Parman

Hermitage ,TN

Summary

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. Friendly Call Agent handles fast-paced call center settings. Offering excellence [Skill] and [Skill] abilities. 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

5
5
years of professional experience

Work History

Tech Coach Call Center Agent

Asurion
06.2014 - 03.2015
  • 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.
  • Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Sought out extra training opportunities to enhance customer relationship management abilities.

Customer Call Center Representative

Sprint
10.2011 - 04.2013
  • Answered up to [Number] incoming calls in busy, fast-paced global call center.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Approved and terminated customer contracts upon request.
  • Processed debit and credit card and electronic check payments.
  • Boosted customer service satisfaction ratings through consistent quality control.

Front End Cashier

Publix
09.2009 - 04.2010
  • Helped customers complete purchases, locate items, and join reward programs.
  • Greeted customers and responded to requests for information.
  • Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
  • Processed credit card, EBT, and gift certificate payments with electronic computer system.
  • Maintained organized and orderly front end and removed carts, baskets, and debris.
  • Checked ID for age-restricted items to prevent sales of alcohol or tobacco products to ineligible customers.
  • Organized items on shelves to help customers locate products easily and quickly.
  • Followed store opening and closing procedures to keep store secure and avoid erroneously setting off security alarms
  • Set up front-end merchandise displays to attract customers and showcase store products.
  • Mentored new team members on sales software system operation.

Education

High School Diploma -

Mcgavock High School
Nashville, TN
06.1992

Skills

  • Data Gathering
  • Issue and Complaint Resolution
  • Sales and Upselling
  • Customer Account Management
  • Customer Standards Compliance
  • Customer Data Confidentiality
  • Analytical Abilities
  • Problem-Solving Skills

Timeline

Tech Coach Call Center Agent

Asurion
06.2014 - 03.2015

Customer Call Center Representative

Sprint
10.2011 - 04.2013

Front End Cashier

Publix
09.2009 - 04.2010

High School Diploma -

Mcgavock High School

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Emily Parman