Customer-focused Inbound Call Center Representative with verbal communication and active listening skills. Achieves set goals by aggressively cross-selling and referring customers to services and sales campaigns. Experienced in processing complex transactions and performing extensive research to resolve customer inquiries. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Hi, I’m
Kirsten Brown
Fort Worth,TX
Summary
Overview
12
years of professional experience
Work History
Press GaneyFort Worth, TX
Inbound Call Center Agent
05.2021 - Current
Job overview
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Processed surveys via telephone and offered additional phone numbers and resources.
- Assisted/completed 40-50 customer calls/surveys per day.
SPH Analytics, A Press Ganey CompanyFort Worth, TX
Quality Manager
08.2018 - 05.2021
Job overview
- Improved quality processes for increased efficiency and effectiveness.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Updated quality control standards, methods and procedures to meet 10% regulatory compliance requirements.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Collaborated with contract representatives and oversaw quality control implementations and reporting.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Inspected inbound and outbound products for compliance with established industry standards, company policies and procedures.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Developed and deployed production control plans and created work instructions and procedures.
- Reported production malfunctions to managers and production supervisors
Pra Group IncNorth Richland Hills, TX
Inbound Agent
01.2015 - 07.2018
Job overview
- Overcame objections using friendly, persuasive strategies.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Provided information about available products and services, membership details, and purchase advantages.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
DSS ResearchFort Worth, TX
Quality Monitor
08.2011 - 01.2015
Job overview
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Inspected, verified and documented quantifiable characteristics of finished goods by comparing against customer specifications and company quality standards.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback of 120 monitored calls per week (required quota) to team leaders and managers to improve service time and quality while increasing productivity.
- Monitored inbound and outbound calls made by 248 employees to provide constructive feedback.
Education
Weatherford CollegeWeatherford, TX
No Degree from Law Enforcement
05.2011
University Overview
Everman High SchoolEverman, TX
High School Diploma
06.2008
University Overview
Skills
- Telephone Interviews
- Quality Assurance Evaluation
- Productivity Standards
- Client Rapport-Building
- Remote Chat Support
- Call Management
- Client Surveys
- Computer Skills
- Health Care System
- Customer Service Skills
Timeline
Inbound Call Center Agent
Press Ganey
05.2021 - Current
Quality Manager
SPH Analytics, A Press Ganey Company
08.2018 - 05.2021
Inbound Agent
Pra Group Inc
01.2015 - 07.2018
Quality Monitor
DSS Research
08.2011 - 01.2015
Weatherford College
No Degree from Law Enforcement
Everman High School
High School Diploma