Summary
Overview
Work History
Education
Skills
Timeline
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Natasha Duverne

Wellington,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the customer service service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience

Work History

Call Center Agent/Customer Service Specialist

Teleperformance
01.2019 - 04.2024
  • Resolved concerns with products or services to help with retention and drive sales.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
  • Answered over 100 calls per shift to meet fast-paced call center demands.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.


Customer Service Representative

AT&T
08.2014 - 07.2019
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Resolved over 50+ customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
  • Responded to customer requests for products, services and company information.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Promoted available products and services to customers during service, account management and order calls.
  • Recommended products to customers, thoroughly explaining details.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.


Education

High School Diploma -

Boca Raton Community High School
Boca Raton, FL
05.2014

Skills

  • Report preparation
  • Sales expertise
  • International sales support
  • Complaint resolution
  • Order Fulfillment
  • Inbound and Outbound Calling
  • Retail materials management
  • Service standard compliance
  • Shipping procedures understanding
  • Good listening skills
  • Administrative support
  • Professional telephone demeanor
  • Key holder experience
  • Retail store support
  • Money handling abilities
  • Receiving support
  • Creative problem solving
  • Sales Goals
  • Product Knowledge
  • Quality Management
  • Appointment Setting
  • Billing Inquiries
  • Customer Accounts Management
  • Team building
  • Customer service expert
  • Technical assistance

Timeline

Call Center Agent/Customer Service Specialist

Teleperformance
01.2019 - 04.2024

Customer Service Representative

AT&T
08.2014 - 07.2019

High School Diploma -

Boca Raton Community High School

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Natasha Duverne