Summary
Overview
Work History
Education
Skills
Timeline
Generic

Joanna Parker

Snow Hill,NC

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

30
30
years of professional experience

Work History

Customer Service Agent, Team Leader

Mass Markets
01.2021 - 06.2021
  • I took ownership of 50+ inbound calls from customers to schedule Covid vaccine appointments
  • I educated customers on various brands of Covid vaccines that were available
  • I maintained an average of 97% CSAT (customer satisfaction) goal and received positive customer feedback
  • I have four years of experience working in a call center where I enjoyed interviewing customers about products and services they received
  • I had the privilege of being a Team Lead for a group of 10 people where I offered encouragement and gave suggestions on how to improve overall company production.
  • Responded to customer calls and emails to answer questions about products and services.
  • Facilitated communications through management of inbound and outbound customer calls.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Data Entry Operator

First Citizens Bank
02.2002 - 11.2002
  • Completed data entry tasks with accuracy and efficiency.
  • Maintained files, records and chronologies of entry activities.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Verified data files prior to entry to maintain high data accuracy.
  • Produced monthly reports with advanced Excel spreadsheet functions.
  • Sent completed entries for evaluation and final approval.
  • Entered numerical data into databases with speed and accuracy using 10-key pad.
  • Searched, extracted and interpreted information to determine correct input procedure.

Customer Service Representative

Response Analysis
06.1991 - 12.1995
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.

Education

No Degree - Early Childhood Special Education

Hampton University
Hampton, VA

Skills

  • Knowledge and Skills Areas:
  • Customer Support
  • Voice of Customer
  • Virtual Training
  • KPI's (AHT, QA, CSAT)
  • Team Leadership
  • Hospitality
  • Negotiation
  • MS Office
  • Overcoming Objections
  • Inbound Calls
  • Call Control
  • Confidential Records Management

Timeline

Customer Service Agent, Team Leader

Mass Markets
01.2021 - 06.2021

Data Entry Operator

First Citizens Bank
02.2002 - 11.2002

Customer Service Representative

Response Analysis
06.1991 - 12.1995

No Degree - Early Childhood Special Education

Hampton University

Similar Profiles

CREATE PROFILE
Joanna Parker