Summary
Overview
Work History
Education
Skills
Timeline
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Neosha Smith

Montgomery ,AL

Summary

Dynamic CSR with a proven track record at Teleperformance and Afni Call Center, excelling in high-pressure environments. Expert in utilizing CRM software and demonstrating exceptional active listening skills to enhance customer satisfaction. Achieved significant improvements in client loyalty and problem resolution, showcasing a unique blend of technical proficiency and empathetic customer service.

Overview

5
5
years of professional experience

Work History

CSR

Teleperformance
11.2017 - 05.2020
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.

CSR

Afni Call Center
09.2015 - 07.2017
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.

Education

Associate Of Business Administration - Business Administration

Troy University
Troy, AL
02.2016

Skills

  • Customer focus
  • Complaint handling
  • CRM software
  • Call center experience
  • Customer service
  • Active listening
  • Critical thinking
  • Professional telephone demeanor
  • Conflict resolution
  • Microsoft outlook
  • Relationship building
  • Computer proficiency
  • Customer relations
  • Documentation
  • Office equipment proficiency
  • Scheduling
  • Call management
  • Problem resolution
  • Dispute resolution
  • Product knowledge

Timeline

CSR

Teleperformance
11.2017 - 05.2020

CSR

Afni Call Center
09.2015 - 07.2017

Associate Of Business Administration - Business Administration

Troy University

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Neosha Smith