GEORGIA BASTIAN
Orem,UT
Summary
Experienced and dedicated customer service professional with a strong background in the call center industry. Collaborative team player known for a positive and outgoing demeanor, adept at building strong relationships with clients. Committed to ensuring customer satisfaction and driving company success. Specializing in optimizing quality, speed, and processes. Articulate, energetic, and results-oriented individual with a genuine passion for fostering connections, cultivating partnerships, and driving business growth.
Overview
10
10
years of professional experience
Work History
Customer Service Advocate
Help Cloud
07.2024 - Current
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
Call Center Supervisor/Trainer
ROI Solutions Inc.
05.2018 - 07.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Supervised 20 Agents in providing excellent customer service to callers requiring assistance for product and delays and billing issues.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Improved caller satisfaction with thorough quality assurance protocols, ensuring every team member delivered consistent service.
- Fostered positive work environment, reducing staff turnover by focusing on team-building activities and open communication.
- Improved overall call center performance by identifying skill gaps and providing targeted training solutions.
Call Center Trainer
Merlin Jobs
08.2015 - 07.2021
- Created and implemented strategies to improve team morale and motivation
- Utilized strong communication and interpersonal skills to build trust and relationships with team members
- Analyzed data to identify areas of improvement and develop action plans for implementation
- Developed and maintained a system of quality control to ensure accuracy of output
- Managed and monitored team workloads to ensure quality and timely completion of tasks
- Evaluated team members' performance and provided feedback on a regular basis
Call Center Manager
Sunergy Solar
08.2015 - 07.2018
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Developed quality employees within call center to take over leadership positions.
- Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Led daily team meetings to review performance, set targets and motivate staff.
Education
ASSOCIATES - Medical
Utah Valley University
Orem, UT07.2019
Skills
- Problem-solving
- Shipping and receiving
- Escalation handling
- Call center experience
- Report generation
- Interpersonal skills
Timeline
Customer Service Advocate
Help Cloud
07.2024 - Current
Call Center Supervisor/Trainer
ROI Solutions Inc.
05.2018 - 07.2021
Call Center Manager
Sunergy Solar
08.2015 - 07.2018
Call Center Trainer
Merlin Jobs
08.2015 - 07.2021
ASSOCIATES - Medical
Utah Valley University
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