Krischelle Marshall
Raleigh,NC
Summary
Proven Call Center Representative Specialist with a track record of enhancing customer satisfaction and loyalty at Tmobile, adept in CRM software and problem-solving. Skillfully managed high call volumes and escalated issues, achieving top quality assurance scores. Excels in customer service optimization and call control, demonstrating exceptional communication and empathy.
Overview
9
9
years of professional experience
Work History
Call Center Representative Specialist
Tmobile
08.2021 - 09.2024
- Achieved high satisfaction rating through proactive one call resolutions of customer issues.
- Threaded consistency in quality assurance scores with adherence to company guidelines during each call interaction.
- Implemented conflict resolution skills to address escalated calls professionally and effectively.
- Managed high call volume for optimal efficiency and minimized wait times.
- Answered calls on an average of 25 calls and emails each day.
Customer Service Representative
Verizon Wireless
03.2016 - 08.2018
- 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.
Education
Associate Of Business Administration - Business Administration
Gwinnett Technical College
Lawrenceville, GA12.2014
Skills
- Goal-Oriented
- CRM Software
- Customer Service
- Problem-solving skills
- Call Center Customer Service
- Resolving issues
- Customer communications
- Inbound phone calls
- Answering questions
- Customer Support
- Communicating with clients
- Customer service optimization
- Product Knowledge
- Appointment Scheduling
- Documentation And Reporting
- Quality Assurance
- Call Control
Timeline
Call Center Representative Specialist
Tmobile
08.2021 - 09.2024
Customer Service Representative
Verizon Wireless
03.2016 - 08.2018
Associate Of Business Administration - Business Administration
Gwinnett Technical College