Gloria Edgar
Memphis,TN
Summary
Dynamic customer service professional with a proven track record of delivering exceptional support and ensuring customer satisfaction in fast-paced environments. Renowned for outstanding communication skills and a talent for swiftly resolving issues, fostering positive customer experiences. A collaborative team player who adapts seamlessly to changing circumstances, consistently driving team success and achieving performance targets. Expertise in active listening and empathy enhances the ability to effectively address customer concerns while maintaining composure under pressure.
Overview
31
31
years of professional experience
Work History
Call Center Representative Trainer
Ameritraining Inc
12.1999 - 09.2007
- Trained new staff on call center procedures and customer service standards.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Updated customer accounts, addresses and contact information within call management databases.
- Managed high-volume inbound calls, ensuring timely and accurate customer support.
- Trained new representatives on call handling procedures and system navigation.
- Implemented process improvements that enhanced call resolution times and customer satisfaction.
Customer Service Manager
AT&T Communications
02.1977 - 12.1999
- Managed customer service operations to enhance team performance and efficiency.
- Resolved complex customer issues through effective communication and problem-solving.
- Implemented feedback mechanisms for continuous improvement in customer satisfaction.
- Monitored staff performance to ensure compliance with company policies and procedures.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Education
Associate of Applied Business - Accounting
Detroit Business College
Detroit, MI06-1989
Skills
- Call management
- Service excellence
- Issue resolution
- Data entry
- Performance monitoring
- Customer relationship management
- Effective communication
- Training development
- Team leadership
Timeline
Call Center Representative Trainer
Ameritraining Inc
12.1999 - 09.2007
Customer Service Manager
AT&T Communications
02.1977 - 12.1999
Associate of Applied Business - Accounting
Detroit Business College
Education and Training
other