Joyce Little
New Braunfels,TX
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
13
13
years of professional experience
Work History
CSR - Customer Service Representative
Taskus
10.2018 - 10.2022
- Facebook / managed about 30 phone calls, chat, and email support.
- After pay doing customer support / service with phone calls and email support.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Assisted customers with account set-up, enabling smooth transitions into using the company's products or services.
- Conducted thorough research to provide accurate information to customers regarding product specifications or usage guidelines.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Receptionist and Administrative Assistant
Reliable Staffing Services
10.2017 - 04.2018
- Receptionist that ran the office and foresees that all of operations ran smoothly and efficiently.
- Managed filing system, entered data and completed other clerical tasks.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Recruited, interviewed and hired employees.
- Marketer that found new clients.
- Performed drug test on potential employees.
- Performed background checks.
- Answered general questions.
- Assisted customers with a warm and professional attitude.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Confirmed appointments and communicated with clients.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Organized, maintained and updated information in computer databases.
- Handled assignments independently with good judgement and critical thinking skills.
Fraud Service Representative
CBE Companies
06.2017 - 10.2017
- Call Center that provided fraud management for major telecommunication company.
- Analyze account processes and transactions to identify undetected fraud and correlated activities.
- Reviews, identifies and deters fraudulent activity.
- Inbound and outbound calls to and from consumers related to potential. fraudulent activities, providing excellent customer service in the process.
- Analyze available information via multiple internal and external tools to identify the issue and bring resolution in order to improve current cash flow and revenue stream initiatives.
- Reduce fraud losses while improving customer service experience and protection.
- Provided excellent customer service to escalated calls when required.
- Financial services with first party setting up payment arrangements and taking payments to secure customer accounts.
Territory Manager
Premier Concepts
01.2017 - 09.2017
- Managed a total of 9 stores within a certain region/territory.
- Worked closely with store managers to ensure optimal inventory levels were maintained consistently throughout the year – avoiding stockouts or overstock situations.
- Implemented promotions and marketing campaigns to increase territory sales and brand awareness.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases by building endcaps.
Telephone Sales Representative for a Publishing Company
Harris Connect LLC
01.2015 - 12.2016
- Assist with updating data records for alum of schools and members for their organizations.
- Managed an average of 50 inbound/outbound calls and utilize effective sales techniques.
- Implement active listening skills, build rapport and use customer service techniques to assist potential customers in connecting with others from their organization or school.
Customer Service Representative for Technical Support/Computer Technician
IBEX Global
08.2014 - 01.2015
- Carefully listen to and understand customer issues
- Probe and isolate issue causes
- Utilize available resources to identify appropriate solutions for customers
- Explain product features and benefits, answering questions and setting proper expectations for customer inquiries
- Ensure customer satisfaction through effective call resolution
- Identify and escalate emerging product or customer dissatisfaction issues
- Troubleshoot Internet, Phone and TV for inbound callers.
Crew Leader
US Census Bureau
01.2010 - 01.2010
- Enhanced team productivity by implementing efficient work processes and providing clear guidance for crew members.
- Guided and directed the work of a group of Enumerators (18) engaged in field data collection or a small group of quality control Enumerators who was engaged in quality control listings.
- Developed a strong sense of teamwork among crew members through regular communication and team building activities.
- Appointed two Crew Leader Assistants.
- Taught a class of 18 using verbatim training guides and instructed the team in procedure of collecting data.
- During training sessions, instructed trainees on completion of appointment documents and administering the Oath of Office, making trainees employees of the Bureau of the Census
- Trained to perform fingerprinting and provided this to my class.
- Instructed Enumerators in proper field techniques and conducted observations of Enumerators in the field to provide on the spot assistance and supervision.
- Approved time and attendance documents for the Crew Leader Assistants and Enumerators
- Completed paperwork to end the appointment for the field staff at the end of the operation.
- Worked in the office when the job was completed.
Education
Vocational -
Keyser High School
Keyser, WV05.1982
Certificate in Computer Programming -
Mineral County Vocational Technical Center
Keyser, WV 05.1982
Some College (No Degree) -
Potomac State College
Keyser, WVSkills
- Office Administration (10 years)
- Conflict Resolution / Problem solving /De-Escalation Techniques / Complaint Handling
- Positive Attitude
- Customer Focus
- Excellent interpersonal skills
- Ability to coordinate and prioritize multiple tasks
- Work independently
- Cultural sensitivity and an ability to build rapport with a diverse workforce in multicultural settings
- Good organization and detail-oriented skills / meticulous
- Excellent Leadership Skills
- Exceptionally good demonstration skills and communication skills verbally, written and diagrammatically
- Appointment Scheduling
- Call Management
- Store Maintenance
- Call Center Experience
Name
Joyce Little
Timeline
CSR - Customer Service Representative
Taskus
10.2018 - 10.2022
Receptionist and Administrative Assistant
Reliable Staffing Services
10.2017 - 04.2018
Fraud Service Representative
CBE Companies
06.2017 - 10.2017
Territory Manager
Premier Concepts
01.2017 - 09.2017
Telephone Sales Representative for a Publishing Company
Harris Connect LLC
01.2015 - 12.2016
Customer Service Representative for Technical Support/Computer Technician
IBEX Global
08.2014 - 01.2015
Crew Leader
US Census Bureau
01.2010 - 01.2010
Vocational -
Keyser High School
Certificate in Computer Programming -
Mineral County Vocational Technical Center
Some College (No Degree) -
Potomac State College