Karlos Bland
WI
Summary
Proven Customer Service Representative at AT&T, excelling in problem-solving and CRM system proficiency. Enhanced customer satisfaction and retention through effective resolution of complex issues and exemplary communication skills. Consistently exceeded performance metrics, demonstrating critical thinking and a commitment to excellence. Skilled in Microsoft Excel and fostering positive customer relationships.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
AT&T
06.2001 - 12.2022
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests for products, services, and company information.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times..
Education
Associate of Science - Human Services
Gateway Technical College
Racine12-1994
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- [Software] CRM system proficiency
- De-Escalation Techniques
- Order Processing
- Microsoft Excel
- Microsoft Outlook
Timeline
Customer Service Representative
AT&T
06.2001 - 12.2022
Associate of Science - Human Services
Gateway Technical College
Similar Profiles
Eonna SmithEonna Smith
Telephone Sales Representative at AT&TTelephone Sales Representative at AT&T
Katie BryanKatie Bryan
Lead Project /Senior Program Manager at AT&TLead Project /Senior Program Manager at AT&T
Taylor HarperTaylor Harper
Sales Representative at AT&TSales Representative at AT&T
Elihu Porter ElElihu Porter El
Retail Sales Consultant at AT&TRetail Sales Consultant at AT&T
Matt SchwarzMatt Schwarz
Electrician at S&S Electrical, LLC.Electrician at S&S Electrical, LLC.