Laquilla King
Grand Prairie,TX
Summary
Results-driven customer service representative with expertise in problem resolution and active listening. Proven ability to enhance customer satisfaction and loyalty in high-volume call environments.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Concentrix
01.2022 - 01.2026
- Resolved customer inquiries through multiple channels, enhancing overall satisfaction and loyalty.
- Managed high-volume call traffic while maintaining quality standards and response times.
- Collaborated with team members to streamline processes, improving efficiency in service delivery.
- Trained new staff on company policies and customer service best practices, fostering a knowledgeable team environment.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Alorica
06.2019 - 03.2022
- Assisted in the development of training materials, ensuring consistency in messaging across the department.
- Analyzed customer feedback trends to identify areas for service improvement and implemented actionable solutions.
- Led initiatives to improve first-call resolution rates, enhancing operational effectiveness within the team.
- Mentored junior representatives, providing guidance on complex customer interactions and conflict resolution strategies.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Improved resolution time with effective problem-solving for customer complaints.
Education
Associates - Criminal Justice
McCann School of Business & Technology
PA07-2022
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
Timeline
Customer Service Representative
Concentrix
01.2022 - 01.2026
Customer Service Representative
Alorica
06.2019 - 03.2022
Associates - Criminal Justice
McCann School of Business & Technology