Keoaka Cosey
Baton Rouge,LA
Summary
Proven achiever with a background at Alorica, adept in customer service optimization and problem-solving. Excelled in reducing call handling times and consistently surpassed performance metrics, demonstrating a blend of technical proficiency in logging call information and exceptional interpersonal skills. Enhanced team morale and customer satisfaction through effective communication and a results-driven approach.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Alorica
Atlanta, GA
01.2021 - 12.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- 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.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Educated customers about billing, payment processing and support policies and procedures.
Front Desk Receptionist
LSU Laboratory School
Baton Rouge, LA
09.2018 - 11.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Developed strong working relationships with team members, fostering a positive work environment.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Trained new team members on company procedures, customer service and issue resolution.
- Boosted staff morale through effective teamwork and clear communication amongst colleagues in various departments.
- Resolved customer problems and complaints.
Education
GED -
Kristen McCullen
Baton Rouge, LA09.2014
Skills
Customer service optimization
Performance improvement
Logging call information
Problem-solving skills
Accomplishments
- Documented and resolved Issue which led to Results.
- Resolved product issue through consumer testing.
Languages
English
Full Professional
Timeline
Call Center Representative
Alorica
01.2021 - 12.2023
Front Desk Receptionist
LSU Laboratory School
09.2018 - 11.2020
GED -
Kristen McCullen