Keiunna Grant

Call Center Agent of Teleperformance USA Account:USAA

Call Center Representative Summary:

• Call Center Representative: Handle inbound customer inquiries via phone and email, addressing concerns related to orders, shipping, returns, and product information.
• Consistently meet and exceed performance metrics, including average handle time and customer satisfaction scores.
• Collaborate with team members to share best practices and improve overall call center efficiency.
• Recognized with "Flipped Turtle"
• Provided technical support and troubleshooting assistance for Customers..
• Demonstrated strong active listening skills and empathy to identify and resolve customer issues efficiently

Customer Service:

Highlight your ability to provide excellent customer service, including resolving inquiries, handling complaints, and maintaining a positive customer experience.

Communication:

Emphasize strong communication skills, including active listening, clear and concise speaking, and written communication.

Problem-Solving:

Showcase your ability to identify and resolve customer issues efficiently and effectively.

Call Handling:

Mention your experience in handling high call volumes, managing calls, and ensuring customer satisfaction.

Call Resolution Rates:

If possible, quantify your achievements, such as the number of calls resolved per day or the percentage of first-call resolutions.

Customer Satisfaction Scores:

If you have data on customer satisfaction scores, include them to demonstrate the impact of your work.

Average Handle Time:

Mention any improvements you made in call handling time or average call duration. customer service inquiries in a timely and accurate fashion.

• Give accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
• Cross-trained over 150 staff members in three years.
• Achieve a customer satisfaction rating of 95% within six months, exceeding the corporate target.
• Maintain accurate and current customer account data with manual forms processing and digital information updates.
• Customer service Excellence
• Verbal communication
• Manage and resolve customer complaints
• Problem solving
• Active listening
• Computer literacy
• Inbound phone calls
• Adaptability
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Call center operations
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.