Jaylyn Robinson
Greenville,WI
Summary
Accomplished Senior Call Center Representative with a proven track record at TD Bank, enhancing customer loyalty through exceptional service and swift issue resolution. Skilled in verbal communication and problem-solving, managed to significantly improve first-call resolution rates. Expert in maintaining composure under pressure, fostering teamwork and drive performance improvements, ensuring customer service excellence.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
7
7
years of professional experience
Work History
Senior Call Center Representative
TD Bank
02.2021 - 08.2024
- Managed escalated calls professionally, resolving issues swiftly while maintaining a calm demeanor under pressure.
- Developed customized solutions for callers, leading to increased customer loyalty and repeat business.
- Enhanced first-call resolution rates by employing active listening skills and promptly addressing customers'' concerns.
- Partnered with other departments to address complex customer issues, facilitating timely resolutions and enhanced client satisfaction levels.
- Maintained strict adherence to data security protocols when handling sensitive customer information during calls.
- Assisted in developing standard operating procedures for the call center, improving consistency across all interactions with customers.
- Provided constructive feedback to colleagues through regular performance evaluations, fostering professional growth within the team.
- Reduced average call duration by implementing efficient problem-solving techniques and providing accurate information.
Inbound Call Center Representative
Kelly Connect
03.2017 - 10.2020
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
- Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
Education
General Education Associates - Surgical Technology
Blue Ridge Community College
East Flat Rock, NC05.2026
Skills
- Workload prioritization
- De-Escalation Techniques
- Typing Speed
- Problem-solving skills
- Interpersonal Skills
- Product Knowledge
- Documentation And Reporting
- Performance Improvement
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Calm and Professional Under Pressure
- Reliability
- Computer Skills
- Organizational Skills
- Analytical Thinking
- Task Prioritization
Timeline
Senior Call Center Representative
TD Bank
02.2021 - 08.2024
Inbound Call Center Representative
Kelly Connect
03.2017 - 10.2020
General Education Associates - Surgical Technology
Blue Ridge Community College