Kelly Pereira
Tampa,FL
Summary
Friendly Call Agent handles fast-paced call center settings. Offering excellence [Skill] and [Skill] abilities. Knowledgeable Call Center Representative with experience assisting [Industry] customers. Accomplished in recording accurate information while exceeding customers' expectations in high-volume call center. Gifted in keeping sensitive and confidential information private.
Overview
11
11
years of professional experience
Work History
Call Cemter Agent
Florida Medical Clinic
2023.01 - Current
- 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.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Addressed customer account discrepancies and concerns.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Maintained user account data by initiating account access and establishing in database.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Exhibited high energy and professionalism when dealing with clients and staff.
Receptionist
Blink Beautique
2022.07 - 2023.09
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Receptionist Assistant
Florida ENT And Allergy
2020.11 - 2022.11
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered central telephone system and directed calls accordingly.
- Organized electronic and hard copy filing systems for easy retrieval of documents and information.
- Maintained order and cleanliness of reception area for professional and inviting atmosphere.
- Resolved customer problems and complaints.
- Prepared, collected and distributed outgoing and incoming mail and packages.
- Managed multiple tasks and met time-sensitive deadlines.
- Communicated with individuals entering building to boost security, assist visitors and keep visitor log.
- Answered phone promptly and directed incoming calls to correct offices.
- Corresponded with clients through email, telephone, or postal mail.
- Kept reception area clean and neat to give visitors positive first impression.
- Maintained confidentiality of information regarding clients and company.
Support Specialist
Tampa Housing Authority
2012.11 - 2014.07
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Communicated with clients to verify roots and causes of computer problems.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
- Deployed software and hardware updates and patches to increase speed and performance.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
Education
High School Diploma -
Friendship Christian
Tampa, FL07.2004
Skills
- Customer Education
- [Product or Service] Expertise
- Training and Mentoring
- Technical Support
- Answering Questions
- Resolving Issues
- Account Updating
- Data Entry
- Training Experience
- Appointment Setting
- Customer Communications
- Call Center Operations
- [Language] Spanish
Timeline
Call Cemter Agent
Florida Medical Clinic
2023.01 - Current
Receptionist
Blink Beautique
2022.07 - 2023.09
Receptionist Assistant
Florida ENT And Allergy
2020.11 - 2022.11
Support Specialist
Tampa Housing Authority
2012.11 - 2014.07
High School Diploma -
Friendship Christian
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