Mariah Mcwhite
Lauderdale Lakes
Summary
Highly motivated and results-oriented Work from Home Agent with over 3 years of experience in providing exceptional customer service via phone and chat. Proven ability to resolve customer inquiries efficiently, de-escalate conflicts, and maintain a high level of customer satisfaction. Dedicated to delivering positive customer experiences and contributing to team success in a remote environment.
Overview
3
3
years of professional experience
Work History
Phone/Chat Customer Service Representative
Teleperformance USA
12.2022 - Current
- Resolved customer inquiries through multiple communication channels, ensuring efficient service delivery.
- Documented customer interactions accurately in CRM systems to maintain detailed records.
- Collaborated with team members to address complex customer issues promptly and effectively.
- Provided product information and support, enhancing overall customer satisfaction rates.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
High School Diploma -
Cardinal Gibbons High School
Fort Lauderdale, FLAssociate of Science -
Broward College
Fort Lauderdale, FLSkills
Customer service
Active listening
Critical thinking
Data entry
Problem resolution
Call center experience
Computer proficiency
Complaint handling
Customer satisfaction measurement
Product knowledge
Customer relationship management (CRM)
De-escalation techniques
Building rapport
Technical support
Quality control
Live chat support
Customer education
Quality Assurance Scores
* Consistently exceeded quality assurance targets, achieving an average score of 99%
* Demonstrated strong adherence to quality standards and company guidelines, resulting in positive feedback and recognition from supervisors.
* Received consistent positive feedback on empathy and problem-solving skills
* Utilized quality assurance feedback to continuously improve communication and problem-solving skills, leading to increased customer satisfaction.
* Maintained a high level of accuracy and attention to detail, as reflected in consistent high scores on quality assurance evaluations.
Timeline
Phone/Chat Customer Service Representative
Teleperformance USA
12.2022 - Current
High School Diploma -
Cardinal Gibbons High School
Associate of Science -
Broward College