Iesha Washington
Marshall
Summary
Experienced with managing high-volume customer interactions. Utilizes effective communication and problem-solving to address and resolve issues. Track record of maintaining high levels of customer satisfaction and team collaboration.
Overview
12
12
years of professional experience
Work History
Call Center Agent
Convergys
12.2019 - 09.2024
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
TCIM
04.2016 - 11.2019
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exhibited high energy and professionalism when dealing with clients and staff.
Call Center Representative
Exter Finance
07.2012 - 03.2016
- Developed an algorithm to identify and predict customer churn
- Analyzed consumer trends and behaviors to identify new customer segments and target markets
- • Created a comprehensive knowledge base of application-related issues, enabling faster resolution times for customers
- • Monitored system performance to identify and address potential issues before they impacted customers
- • Followed all company procedures to keep data confidential
Education
Bachelor of Science - Business Communication
Wiley College
Marshall, TX08-2021
High School Diploma -
Marshall High School
Marshall, TX06-2009
Skills
- Call center operations
- Customer communications
- Payment processing
- Team development
- Data entry
- Problem-solving skills
- Technical support
- Appointment setting
Timeline
Call Center Agent
Convergys
12.2019 - 09.2024
Customer Service Representative
TCIM
04.2016 - 11.2019
Call Center Representative
Exter Finance
07.2012 - 03.2016
Bachelor of Science - Business Communication
Wiley College
High School Diploma -
Marshall High School
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