Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hana Lee

Las Vegas,NV

Summary

Professional Remote Customer Service Agent with extensive experience in handling escalations and fostering customer loyalty. Skilled in problem resolution, complaint handling, and maintaining detailed records, while ensuring customer satisfaction. Proactive in streamlining processes and assisting clients with policy navigation, bringing strong communication and organizational skills to new opportunities. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

7
7
years of professional experience

Work History

Remote Customer Service Agent

SITEL Worldwide
09.2023 - Current
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.

Customer Service Care Agent

IntouchCX Ascenda USA
06.2022 - 09.2023
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Streamlined internal processes for improved efficiency and productivity within the agency.
  • Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.

Phone Interviewer

Precision Opinion
06.2017 - 11.2020
  • Completed daily quotas efficiently by managing calls effectively, prioritizing tasks, and multitasking when necessary.
  • Achieved accurate data collection through meticulous note-taking during phone interviews while adhering to strict guidelines set forth by clients or researchers.
  • Addressed respondent concerns professionally, fostering trust in the research process and minimizing call termination rates.
  • Streamlined data entry processes for improved efficiency in updating customer information and survey results.
  • Maintained high levels of confidentiality, protecting respondent privacy according to company policy and industry regulations.
  • Assisted team members by sharing best practices on interview techniques, leading to increased productivity across the department.

Education

Associate of Arts - Science Education

Laney College
Oakland, CA
05.2006

Skills

  • Customer Service
  • Problem Resolution
  • Outstanding communication skills
  • Call center experience
  • Types 60 WPM
  • Customer Complaint Resolution
  • Empathetic and genuine
  • Customer Relations
  • Complaint Handling

Timeline

Remote Customer Service Agent

SITEL Worldwide
09.2023 - Current

Customer Service Care Agent

IntouchCX Ascenda USA
06.2022 - 09.2023

Phone Interviewer

Precision Opinion
06.2017 - 11.2020

Associate of Arts - Science Education

Laney College

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Hana Lee