Nalisca Carkner
Summary
Accomplished Customer Service Representative with a proven track record at Teleperformance, enhancing customer satisfaction and exceeding performance metrics. Skilled in conflict resolution and data entry, adept at transforming customer challenges into positive experiences. Recognized for exceptional problem-solving abilities and a professional telephone demeanor, contributing to increased loyalty and repeat business.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Teleperformance
04.2024 - 12.2024
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Front Desk Receptionist
Embassy Suites
08.2022 - 02.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
Customer Service Representative
Conduent
05.2020 - 05.2022
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
Cashier
Family Dollar
06.2020 - 06.2021
- Greeted customers entering store and responded promptly to customer needs
- Worked flexible schedule and extra shifts to meet business needs Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Stocked, tagged and displayed merchandise as required.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Team development
- Documentation
- Prioritization
Timeline
Customer Service Representative
Teleperformance
04.2024 - 12.2024
Front Desk Receptionist
Embassy Suites
08.2022 - 02.2023
Cashier
Family Dollar
06.2020 - 06.2021
Customer Service Representative
Conduent
05.2020 - 05.2022
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