Lea Grace
Tampa,FL
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Contact Representative
Internal Revenue Service, IRS
01.2018 - Current
- Cross-trained and provided backup support for organizational leadership.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Built lasting relationships with clients through effective communication and attentive service.
- Assisted in the development of training materials for new hires, sharing expertise about best practices for contact representatives.
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
Contact Center Associate
Microsoft
01.2010 - 12.2018
- Supported new hires through mentorship, helping them acclimate to the contact center environment more quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Enhanced team performance by consistently meeting and exceeding contact center KPIs.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Participated in ongoing training initiatives, staying up-to-date on industry trends and best practices for contact centers.
- Responded to customer calls and emails to answer questions about products and services.
- Approved and terminated customer contracts upon request.
- Proven ability to learn quickly and adapt to new situations.
- Gained strong leadership skills by managing projects from start to finish.
Customer Care Representative
Verizon
08.2007 - 12.2009
- Continuously sought self-improvement opportunities through ongoing education and professional development programs related to the field of customer care.
- Assisted call-in customers with questions and orders.
- Sought ways to improve processes and services provided.
- Delivered prompt service to prioritize customer needs.
Education
Bachelor of Arts - Communications
University of South Florida
Tampa, FLSkills
- Sales Transactions
- Report Generation
- Regulatory Compliance
- Interpersonal Skills
Certification
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Timeline
Contact Representative
Internal Revenue Service, IRS
01.2018 - Current
Contact Center Associate
Microsoft
01.2010 - 12.2018
Customer Care Representative
Verizon
08.2007 - 12.2009
Bachelor of Arts - Communications
University of South Florida