Naya Culpepper

Call Center Representative

State Farm

Chicago, IL

04.2017 - Current

Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
Developed effective working relationships with team members across multiple departments.
Attended regular training sessions on updates and changes within the industry or organization.
Stayed current on relevant product and service offerings as well as competitor pricing models.
Participated in daily huddles with team members in order to discuss common goals and objectives.
Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Provided accurate information regarding products and services while upselling additional products when appropriate.
Resolved customer complaints in a timely manner to ensure customer satisfaction.
Processed orders, forms, applications, and requests accurately and efficiently.
Maintained records of customer interactions, transactions, comments, and complaints.
Assisted customers with navigating the company's website to locate desired information or items for purchase.
Utilized knowledge base to answer inquiries from customers quickly and effectively.
Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Maintained high levels of professionalism while interacting with customers via phone or email.
Performed outbound calling campaigns to promote new products or services.
Identified opportunities to improve policies and procedures related to customer service operations.
Analyzed data collected during each call in order to identify trends in customer feedback.
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Maintained strong call control and quickly worked through scripts to address problems.
Updated customer accounts, addresses and contact information within call management databases.
Navigated through computer systems to review information and respond appropriately to callers.
Engaged actively with callers, confirming or clarifying information and diffusing anger.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Consulted with customers to resolve service and billing issues.
Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Updated databases with new and modified customer data.
Referred unresolved customer grievances to designated departments for further investigation.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Supported sales team members to drive growth and development.
Took special orders in person and over telephone, generating additional revenue every month.

Summary

Overview

Work History

Call Center Representative

Education

High School Diploma -

Skills

Certification

Languages

Accomplishments

Timeline

Call Center Representative

High School Diploma -

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