Kofey Dorsey
Montgomery,AL
Summary
Accomplished Customer Care Representative with a proven track record at Everise, excelling in customer satisfaction and problem resolution. Leveraged empathy and active listening to enhance client relationships, while adeptly handling data entry and complaint resolution. Achieved top call center performance metrics, demonstrating a blend of technical proficiency and exceptional communication skills.
Overview
4
4
years of professional experience
Work History
Customer Care Representative
Everise ( Remote)
11.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
Customer Service Representative
Sykes ( Remote )
06.2020 - 10.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Improved resolution time with effective problem-solving for customer complaints.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
High School Diploma -
Sidney Lanier High School
05.2020
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Complaint handling
- Problem resolution
- Payment processing
- First call resolution
- Order processing
- Appointment scheduling
Timeline
Customer Care Representative
Everise ( Remote)
11.2022 - Current
Customer Service Representative
Sykes ( Remote )
06.2020 - 10.2022
High School Diploma -
Sidney Lanier High School