Estasha Rice
Fort Worth,TX
Summary
Flexible Customer Service Representative offering Seven years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Dynamic team leader with comprehensive experience in customer service and environmental services. Skilled in training staff and analyzing operational metrics, driving efficiency and high-quality service delivery.
Overview
8
8
years of professional experience
Work History
EVS Housekeeper
Texas Health Huguley Hospital
07.2024 - Current
- Maintained cleanliness and sanitation standards in patient rooms and common areas.
- Operated cleaning equipment, ensuring proper use and maintenance protocols.
- Collaborated with nursing staff to prioritize cleaning schedules based on patient needs.
- Implemented infection control procedures to enhance patient safety and comfort.
- Responded promptly to requests for additional cleaning support during peak times.
- Assisted in training new staff on cleaning techniques and hospital policies.
Call Center Representative
SITEL Worldwide
07.2023 - 06.2024
- Managed high-volume inbound calls, ensuring timely and accurate responses to customer inquiries.
- Resolved customer issues through effective problem-solving and conflict resolution techniques.
- Utilized CRM systems to document interactions and track customer feedback for service improvement.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Assisted in training new hires on call handling procedures and company policies.
- Adhered to quality assurance standards, consistently maintaining call performance metrics.
Call Center Team Lead
SITEL Worldwide
03.2020 - 06.2023
- Led team of 15 agents to achieve customer satisfaction goals and improve service delivery efficiency.
- Developed and implemented training programs to enhance agent performance and product knowledge.
- Analyzed call center metrics to identify trends, driving strategic improvements in workflow processes.
- Coordinated daily operations, ensuring adherence to key performance indicators and service level agreements.
Shift Leader
Krystal's Restaurant
08.2017 - 01.2020
- Supervised daily operations to ensure efficient workflow and high-quality service.
- Trained and mentored new staff on company policies and customer service excellence.
- Managed inventory levels, reducing waste and optimizing supply usage.
- Developed shift schedules to maintain adequate staffing during peak hours.
- Manager of 5 to 7 employees at one time.
- Ensuring that all paperwork is processed and safe by the end of shift as well.
Education
Associate - Business Administration
Strayer University
Washington, DC09-2025
BBA - Business Administration
Strayer University
Washington, DC09-2025
Skills
- Restroom cleaning
- Maintaining inventory
- Sanitation protocols
- Dusting surfaces
- Customer service
- Active listening
- Critical thinking
- Data entry
Languages
English
Full Professional
Timeline
EVS Housekeeper
Texas Health Huguley Hospital
07.2024 - Current
Call Center Representative
SITEL Worldwide
07.2023 - 06.2024
Call Center Team Lead
SITEL Worldwide
03.2020 - 06.2023
Shift Leader
Krystal's Restaurant
08.2017 - 01.2020
Associate - Business Administration
Strayer University
BBA - Business Administration
Strayer University