Holly Popwell
Summary
Customer-focused and empathetic Customer Service Representative with 10+ years of experience in delivering exceptional service and support to clients. Skilled in handling inquiries, resolving complaints, and providing accurate information in a timely manner. Proficient in utilizing CRM systems and communication tools to maintain detailed records and ensure seamless interactions. Known for strong problem-solving abilities and the ability to remain calm under pressure. Dedicated to fostering positive customer relationships and exceeding expectations. Seeking to leverage proven expertise in customer service to contribute to a dynamic team and drive overall satisfaction and loyalty.
Overview
10
10
years of professional experience
Work History
Customer Account Specialist
Ttec (TeleTech) - HealthCare Solutions
03.2020 - 02.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns.
- Streamlined account management processes for increased efficiency and productivity.
- Reduced customer complaints by implementing effective communication strategies.
- Collaborated with team members to improve overall customer service experience.
- Developed strong relationships with clients, fostering loyalty and repeat business.
- Provided exceptional support during high call volume periods, ensuring continued quality service under pressure.
Customer Care Representative
Sykes Enterprises, Incorporated
11.2017 - 12.2019
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Toll Attendant
Aspire Staffing Inc.
05.2017 - 10.2017
- Enhanced customer satisfaction by providing efficient and courteous service at the toll booth.
- Reduced wait times for motorists by processing transactions quickly and accurately.
- Ensured smooth traffic flow by promptly opening additional lanes during peak hours.
- Assisted in revenue generation with accurate cash handling, recording, and reporting of daily transactions.
Customer Service Collections Representative
Alorica Inc
05.2016 - 03.2017
- Increased customer satisfaction by promptly addressing and resolving account issues.
- Streamlined collections processes for improved efficiency and faster debt recovery.
- Navigated complex collection cases, utilizing effective negotiation skills for successful outcomes.
- Developed tailored payment arrangements to maximize revenue recovery while maintaining customer relationships.
Customer Service Representative
TRC Staffing
08.2014 - 05.2015
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Cashier
Turner Oil & Gas
01.2014 - 08.2014
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Streamlined checkout process for increased efficiency and reduced waiting times.
Education
GED -
Trenholm State Tech College
Montgomery, ALAssociate of Science - Information Technology
Pennsylvania State University
University Park, PASkills
- Conflict resolution
- Active listening
- Excellent communication
- Policy Adherence
- Computer literacy
- Empathy and compassion
- Salesforce CRM
- Professionalism
- Multitasking
- Software proficiency
- Conflict Resolution
Timeline
Customer Account Specialist
Ttec (TeleTech) - HealthCare Solutions
03.2020 - 02.2024
Customer Care Representative
Sykes Enterprises, Incorporated
11.2017 - 12.2019
Toll Attendant
Aspire Staffing Inc.
05.2017 - 10.2017
Customer Service Collections Representative
Alorica Inc
05.2016 - 03.2017
Customer Service Representative
TRC Staffing
08.2014 - 05.2015
Cashier
Turner Oil & Gas
01.2014 - 08.2014
GED -
Trenholm State Tech College
Associate of Science - Information Technology
Pennsylvania State University
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