Janicka Boyd
Teleperformance
Columbia,SC
1
Language
9
years of professional experience
Dedicated Customer Service Professional experienced in enhancing customer satisfaction and driving sales growth. Achieved high standards of service in high-pressure environments through effective problem resolution and conflict management. Focused on delivering empathetic service while collaborating with teams to meet organizational goals.
Work History
Customer Service Representative
3 Years 1 Month- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Negotiated solutions in challenging situations to retain customer loyalty.
- Organized promotional events, increasing brand awareness and customer engagement.
- Utilized CRM software to manage customer interactions and follow up on sales opportunities.
- Meet Metrics , Get Feedback From Coaching To Better Skills
- Monitored customer satisfaction metrics, identifying trends and areas for improvement.
- Informed customers of promotions to increase sales productivity and volume.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Presented professional image consistent with company's brand values.
- Set and achieved company defined sales goals.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Attended monthly sales meetings and quarterly sales trainings.
Customer Service Representative
2 Years 6 Months- Managed high call volumes while maintaining excellent service standards and customer satisfaction.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Received positive feedback from customers, resulting in high scores on post-call surveys and performance reviews.
- Contributed to team success by consistently meeting or exceeding individual performance targets for key metrics such as call quality, handle time, and resolution rates.
- Delivered consistent high-quality service under pressure during peak call times, demonstrating adaptability and resilience in a fast-paced work environment.
- Handled difficult situations with professionalism, maintaining composure even during challenging calls with frustrated or upset customers.
- Built rapport with customers using active listening skills, engaging them in conversation while working towards a satisfactory resolution for their concerns.
- Promoted customer retention by providing exceptional service experiences that encouraged repeat business and positive word-of-mouth referrals.
- Reduced call wait times for customers by efficiently managing high call volumes and prioritizing tasks effectively.
- Maintained excellent customer service standards by adhering to company policies and procedures at all times.
- Boosted overall sales team performance by introducing innovative sales techniques.
- Boosted sales revenue by implementing innovative marketing strategies and refining sales techniques.
- Increased regional sales by developing and implementing strategic sales plans tailored to local markets.
- Boosted sales performance by developing and implementing effective sales strategies and techniques.
Customer Support Specialist
2 Years 9 Months- Resolved customer inquiries efficiently through multiple channels, ensuring high satisfaction levels.
- Utilized CRM software to track case status and maintain accurate customer records.
- Collaborated with team members to streamline support processes and enhance service delivery.
- Developed training materials for new hires, improving onboarding experience and reducing ramp-up time.
- Maintained up-to-date knowledge of products and services to offer informed guidance to customers.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Multitasked to handle diverse customer needs in high-volume [Type] setting, prioritizing tasks to keep up with challenging deadlines.
- Resolved customer complaints with empathy and patience, restoring client confidence in the the company.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
Education
High School Diploma
Skills
Customer service
Call center experience
Complaint handling
Customer database management
Follow-up skills
Customer satisfaction measurement
Live chat support
Customer support experience
Data entry
Issue resolution
Call center operations
Follow-up skills
Satisfaction metrics
Call center management
Critical thinking
Computer proficiency
Quality control
Relationship management
Relationship building
Building rapport
Dispute resolution
Conflict resolution
Upselling techniques
Languages
English
Full Professional
Timeline
Customer Service Representative
Teleperformance
07.2023 - CurrentRead More
Customer Service Representative
AT&T Mobility
12.2020 - 06.2023Read More
Customer Support Specialist
Wells Fargo & Company
02.2018 - 11.2020Read More
A C Flora High School
High School Diploma
Read More