Summary
Overview
Work History
Education
Skills
Timeline
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Iyana Alford

Columbus,Ga

Summary

Dynamic Customer Service Representative with a proven track record at TTEC, excelling in customer satisfaction through active listening and critical thinking. Recognized for enhancing client retention and consistently exceeding performance metrics. Proficient in call center operations and data entry, delivering empathetic resolutions that foster loyalty and trust.

Overview

3
3
years of professional experience

Work History

Customer Service Representative - Express-Scripts

TTEC
05.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.
  • Responded to customer requests for products, services, and company information.Polish this into a professional job description (ready for a resume or application).
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Customer Service Representative

USAA
04.2022 - 05.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Education

Manchester High School
Georgia

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Call center experience work from home
  • Relationship building
  • Computer proficiency
  • Microsoft Excel
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Call center operations

Timeline

Customer Service Representative - Express-Scripts

TTEC
05.2023 - Current

Customer Service Representative

USAA
04.2022 - 05.2023

Manchester High School

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Iyana Alford