Oberin Twyman
College Board ( Alorica)
Houston,TX
6
years of professional experience
Experienced with managing customer interactions and providing effective solutions. Utilizes communication and problem-solving skills to address customer concerns promptly. Knowledge of fostering positive customer relationships and maintaining high service standards.
Work History
Customer Service Representative
1 Year 1 Month- Troubleshot customer issues promptly and professionally, enhancing customer satisfaction.
- Resolved customer inquiries and issues through effective communication and problem-solving strategies.
- Utilized problem-solving abilities to troubleshoot customer issues promptly and professionally.
- Help teacher/principals and district to access college board accounts
- Troubleshot and reset passwords for user accounts, ensuring secure access and functionality.
- Assist with ordering SAT/PSAT for the upcoming school year
- Met or exceeded performance metrics, including call handling time, sales targets, and customer satisfaction scores.
- Trained new agents on company policies, procedures, systems and processes.
- Built strong relationships with clients and colleagues, fostering customer loyalty and retention.
- Documented customer interactions accurately in CRM system for future reference.
- Assist with ordering SAT/PSAT for the upcoming school year
- Accurately documented customer interactions in CRM system, ensuring accessible records for future reference.
- Managed high-volume call flow while maintaining professionalism and empathy.
CUSTOMER SECURITY Fraud Department
8 Months- Managed security protocols to enhance system integrity and significantly reduce breaches.
- Collaborated with teams to implement customer security measures, which improved client trust.
- Collaborated with teams to implement customer security measures, improving client trust.
- Analyzed security data to identify vulnerabilities, leading to proactive risk mitigation.
- Streamlined customer verification processes, strengthening security measures and reducing fraud incidents.
- Resolved security incidents swiftly, minimizing customer impact and maintaining service quality.
- Executed tasks remotely from home office
- Collaborated with coworkers to achieve project goals
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Customer Service Representative
1 Year 11 Months- Managed high-volume inbound calls while maintaining accuracy in data entry and record-keeping.
- Collaborated with cross-functional teams to ensure timely resolution of complex customer concerns.
- Implemented process improvements that enhanced response times and customer satisfaction levels.
- Developed training materials to streamline onboarding processes for new staff members.
- Helped large volumes of customers every day with positive a a positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Collaborated with team members to develop solutions for complex issues.
COMMUNITY ASSOCIATE
2 Years 4 Months- Plan and execute engaging community events by coordinating with internal teams and external collaborators regularly.
- Executed administrative support for customers, including phone management, mail handling, and scheduling.
- Responsible for administrative and support needs of customers such as answering phones, handling mail, and scheduling
- Managed multiple tasks to deliver exceptional customer service.
- Coordinated with internal teams and external collaborators to plan and execute engaging community events.
- Los Angeles
Education
MASTER OF BUSINESS ADMINISTRATION - Business Administration and Management
BACHELOR OF ARTS - ARTS AND ENTERTAINMENT MANAGEMENT
Skills
Call Management
Customer Engagement
Customer Communication
Customer Retention
CRM Software
Customer Outreach
Response Writing
Data entry
Time Management
Task prioritization
Multitasking
Performance Metrics
Flexible and adaptable
Critical thinking
Client support
Event Management
Positive demeanor
Verbal communication
Team Leadership
Strategic Planning
Office applications
Workflow Management
Customer assistance
SEO
Copywriting
Social Media Marketing
Brand Development
Adobe Creative Suite
Issue Resolution
Customer correspondence
Online Support
Transaction Verification
Technical support
Needs assessment
Timeline
Customer Service Representative
College Board ( Alorica)
04.2025 - 05.2026Read More
CUSTOMER SECURITY Fraud Department
Barclays Bank ( Alorica)
08.2024 - 04.2025Read More
Customer Service Representative
TTEC Him&Hers
03.2022 - 02.2024Read More
COMMUNITY ASSOCIATE
Regus
03.2020 - 07.2022Read More
The Los Angeles Film/Recording School
BACHELOR OF ARTS from ARTS AND ENTERTAINMENT MANAGEMENT
Read More
University of Arizona, Global Campus
MASTER OF BUSINESS ADMINISTRATION from Business Administration and Management
Read More