Asha Tarrer
Rocky Mount,NC
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.
Overview
8
8
years of professional experience
Work History
Call Center Representative
Nations Benefits
Rocky Mount , NC
01.2023 - Current
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Navigated through computer systems to review information and respond appropriately to callers.
- Offered resolutions to de-escalate calls and solve customer issues.
Data Entry Clerk
LabCorp
Rocky Mount, NC
11.2020 - 01.2023
- Ensured compliance with all relevant rules and regulations governing data entry activities.
- Utilized specialized software applications related to the job role.
- Prepared summaries of daily work completed for review by supervisors.
- Collaborated with other departments to resolve issues regarding incorrect data entries.
- Maintained updated knowledge of industry trends related to data entry operations.
- Compiled reports based on gathered information.
- Created spreadsheets to track data entries.
- Processed customer orders accurately and in a timely manner.
- Scanned documents into appropriate databases for storage purposes.
Call Representative
Comcast
Rocky Mount, North Carolina
07.2018 - 10.2020
- Answered incoming calls and responded to customer inquiries in a professional manner.
- Provided customers with product and service information, as well as troubleshooting assistance.
- Processed orders, forms, applications, and requests while following established protocols.
- Performed follow-up calls to ensure customer satisfaction with products or services provided.
- Adhered to all service standards, policies, and procedures set by the organization.
- Handled escalated calls from other representatives when necessary.
- Updated existing customer accounts with new information obtained through conversations.
- Monitored individual performance metrics such as average call length and call volume.
- Provided feedback to management regarding areas of improvement within the department.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Chat Support Representative
Winston Heath
Rocky Mount, NC
02.2017 - 03.2020
- Answered customer inquiries regarding product features, pricing plans and orders.
- Provided technical assistance to customers through online chat or telephone support.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
- Maintained up-to-date knowledge of company's products, services, and policies.
- Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
- Performed quality assurance checks on completed tickets to ensure accuracy of information provided to customers.
- Identified potential opportunities to improve customer experience by suggesting additional products or services.
- Adhered to departmental service level agreements for response times, resolution rates.
- Participated in ongoing training sessions regarding new products and updates to existing ones.
- Developed an understanding of customer needs by actively listening during conversations.
Education
Assoicate
Northern Nash High School
Rocky Mount, NC06-2013
Skills
- Sales closing
- Technical Support
- Data Entry
- Account updating
- Payment Processing
- Customer Service
- Call Control
- Quality Assurance
- Customer Support
- Providing customer support
- Call Center Customer Service
- Answering questions
Timeline
Call Center Representative
Nations Benefits
01.2023 - Current
Data Entry Clerk
LabCorp
11.2020 - 01.2023
Call Representative
Comcast
07.2018 - 10.2020
Chat Support Representative
Winston Heath
02.2017 - 03.2020
Assoicate
Northern Nash High School