Fernella Norris
Forney,USA
Summary
Customer Service Call Center Representative, Office Manager, and Front Desk Receptionist with strong skills in complaint resolution, call management, and appointment scheduling. Effectively managed high-stress situations, resolved escalated calls, and ensured customer satisfaction. Proactive and detail-oriented, bringing exceptional service and problem-solving abilities to advance career opportunities. Polite and professional successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Professional administrative specialist prepared for role requiring exceptional organizational and interpersonal skills. Background includes managing high-traffic reception areas, coordinating schedules, and providing top-notch customer service. Known for strong teamwork and adaptability, ensuring seamless operations and positive client interactions.
Overview
8
8
years of professional experience
Work History
Front Desk Receptionist
Dalh House
Shreveport, United States
01.2023 - 12.2025
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Scheduled appointments accurately using reservation software, reducing conflicts or double bookings.
Office Manager
Cash America Pawn
Shreveport, LA
04.2020 - 01.2023
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Customer Service Call Center Representative
Teleperformance
Remote
03.2018 - 02.2020
- 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.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
High School Diploma -
Woodlawn Leadership Academy
Shreveport, LA05.2015
Skills
- Customer Satisfaction
- Technical Troubleshooting
- Product and service knowledge
- Complaint resolution
- Communication
- Customer Service
- Problem-solving
- Time Management
- Adaptability
- Teamwork
Timeline
Front Desk Receptionist
Dalh House
01.2023 - 12.2025
Office Manager
Cash America Pawn
04.2020 - 01.2023
Customer Service Call Center Representative
Teleperformance
03.2018 - 02.2020
High School Diploma -
Woodlawn Leadership Academy