James Narviez
Hopkinsville,KY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call center sales and service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Security Officer
Oak Grove Gaming, Racing And Hotel
Oak Grove, KY
07.2021 - 11.2022
- Oversaw daily monitoring and patrolled buildings, grounds and work sites.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
Customer Sales and Service Expert
Teletech
Hopkinsville, KY
02.2014 - 09.2020
- As I certified medicare sales agent I sold medicare advantage, medicare supplement and prescription drug plans for United Health Care.
- Increased sales by 10 percent.
- Relied upon for high volume of sales.
- Maintained working knowledge of products, accounts, representatives, tools and systems.
- Completed call documentation while speaking with customers.
- Developed technical and mechanical proficiency to assist customers and field staff with service issues.
Manager
Talent Force
Hopkinsville, KY
03.2013 - 06.2014
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
Customer Service Manager
Convergys, AT&T
Clarksville, TN
06.2002 - 12.2009
- Managed team of 25 agents.
- Interfaced daily with escalated customer and resolved their issues.
- Explained complex technical issues in a way that was easy to understand.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
Customer Service Representative
Convergys, AT&T
Clarksville, TN
05.2001 - 10.2002
- Managed over 50 customer calls per day.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
High School Diploma -
Christian County High School
Hopkinsville, KYAssociate of Arts -
Austin Peay State University
Clarksville, TNSkills
- Conflict Resolution
- Excellent Communication Skills
- Ability to Resolve Issue on First Call
- Successful Strategic Sales
- Telecommunications Skills
- Creative Problem Solver
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Security Officer
Oak Grove Gaming, Racing And Hotel
07.2021 - 11.2022
Customer Sales and Service Expert
Teletech
02.2014 - 09.2020
Manager
Talent Force
03.2013 - 06.2014
Customer Service Manager
Convergys, AT&T
06.2002 - 12.2009
Customer Service Representative
Convergys, AT&T
05.2001 - 10.2002
High School Diploma -
Christian County High School
Associate of Arts -
Austin Peay State University
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