Marketta Foreman-Pender
Tarboro,NC
Summary
Friendly Inbound Call Center Representative with many years of experience using company policies and practices to establish professional and positive relationships with customers. Self-directed and hardworking individual possessing outstanding phone demeanor and excellent data entry abilities. Organized multitasker dedicated to actively contributing to organizational growth.
Overview
11
11
years of professional experience
Work History
Inbound Call Center Representative
Coach
Tarboro, NC
07.2022 - Current
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Answered the phone with friendly greetings to create a positive inbound calling experience for customers.
Inbound Customer Care
WEC Energy Group
Tarboro, NC
08.2023 - 03.2024
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained strong call control and quickly worked through scripts to address problems.
- Prevented key account losses by researching discrepancies and correcting problems.
Billing Specialist
ADT Security Systems
Tarboro, NC
03.2021 - 06.2023
- Managed all payment processing, invoicing, and collections tasks.
- Generated and distributed month-end statements for customers and resolved related concerns.
- Investigated incorrect billings and processed refunds as necessary.
Photo Customer Care Specialist
Walgreens.com
Tarboro , NC
05.2014 - 01.2021
- Maintained high satisfaction ratings with customers by providing exceptional service and support.
- Updated system with order specifics and customer details, preferences, and billing information.
- Educated customers where applicable to alleviate the need for future contact.
Education
Associate of Arts - Health Information/Medical Records Technology
University of Phoenix
Tempe, AZ08-2015
Bachelor of Science - Psychology, General
Southern New Hampshire University
Hooksett, NHSkills
- Inbound sales
- Call decisioning
- Empathy and patience
- Call handling techniques
- Remote chat support
- Call management
- Documentation and reporting
- Call center operations
Timeline
Inbound Customer Care
WEC Energy Group
08.2023 - 03.2024
Inbound Call Center Representative
Coach
07.2022 - Current
Billing Specialist
ADT Security Systems
03.2021 - 06.2023
Photo Customer Care Specialist
Walgreens.com
05.2014 - 01.2021
Associate of Arts - Health Information/Medical Records Technology
University of Phoenix
Bachelor of Science - Psychology, General
Southern New Hampshire University
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