Jeanne Hampton
Clarksburg,MD
Summary
Motivated and disciplined team player with solid background of success in call center environments. Successful at satisfying customers while maintaining strict productivity and accuracy standards. Known for excellent collaboration and customer service skills.
Overview
22
22
years of professional experience
Work History
Call Center Rep
Walden University
Remote
05.2020 - 05.2022
- Took inbound and outbound calls in a 24/7 call center.
- Used various programs to gather information.
- Set up and updated accounts.
- Used chat and email communicate with callers.
- Handled special projects as required.
- Answered questions about programs or services.
- Processed textbook orders and transactions.
- Provided proactive customer outreach.
- Handled customer complaints.
- Collected and analyzed customer feedback.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended programs to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolved problems swiftly.
Call Center Rep/Team Lead
Quality Communications
Rockville, MD
06.2020 - 05.2022
- Answered inbound calls, chats and emails from various accounts including Verizon retention.
- Processed claims for Mutual of Omaha, and Colonial Penn.
- Updated accounts, processed orders and tracked orders.
- Worked on assigned tasks and special projects.
- Navigated through various apps to find information.
- Made outbound calls to customers to collect payments, give information and market products.
- Coached and mentored reps.
- Performed quality call checks to monitor and grade calls on metrics.
- Responded to team support questions quickly to maintain call center efficiency.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Responded to customer requests for products, services and company information.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Recommended products to customers, thoroughly explaining details.
- Oversaw team of 15 agents focused on inbound and outbound calls.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on company systems, form completion and access to services.
Education
Bachelor of Science - Human Services
Walden University
Minneapolis, MN05.2024
Skills
- Employee Performance Reviews
- Program Promotion
- Special Assignments
- Customer Retention Strategies
- Contact Management Systems
- Brand Representation
- Team Development
- Sales Quota Achievement
- Professional Telephone Demeanor
- Customer Relationship Management
- Account Management
- Calm and Professional Under Pressure
Timeline
Call Center Rep/Team Lead
Quality Communications
06.2020 - 05.2022
Call Center Rep
Walden University
05.2020 - 05.2022
Bachelor of Science - Human Services
Walden University