Hi, I’m
Oleesh Govan
Phoenix,AZ
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Focused on improving call center times and quality of service with data-driven and hands-on approach. Attentive to customer behaviors and preferences and knowledgeable about teaching representatives to maintain good control and enhance customer satisfaction. Good recordkeeping and report writing abilities.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
7
years of professional experience
Work History
One Medical ( Mission Control )
Centralized Support Specialist
02.2025 - 03.2025
Job overview
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Monitored system performance to identify potential issues.
Aston Carter ( Door Dash )
Call Center Agent
12.2023 - 03.2024
Job overview
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Helped large volume of calls assisting customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Maintained up-to-date knowledge of product and service changes.
LIBERTY MUTUAL INSURANCE COMPANY
Customer Service Representative
08.2022 - 04.2023
Job overview
- Responded to customer requests for products, services, and company information.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
NASM
Customer Service Representative
08.2021 - 04.2022
Job overview
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues..
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Sun Country Airlines - ( Remote )
Customer Service Representative
06.2020 - 08.2021
Job overview
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Maximus Federal Services
Customer Service Representative
12.2018 - 03.2020
Job overview
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Exhibited high energy and professionalism when dealing with clients and staff.
Circle K Convenience Store
Customer Service Cashier
10.2017 - 07.2018
Job overview
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Counted money in drawers at beginning and end of each shift.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Developed and managed relationships with customers to increase customer loyalty.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Offered additional services such as loyalty programs or special promotions to enhance customer engagement.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Conducted inventory counts regularly, ensuring accurate stock levels were maintained at all times.
- Participated in regular inventory counts, ensuring accuracy in store stock levels.
Education
Rio Salado
GED
11.2018
Skills
- Data entry
- Issue resolution
- Support services
- Documentation and reporting
- Customer service
- Customer engagement
- Building rapport
- Adaptability and flexibility
- Problem resolution
- Inbound and outbound calling
- Customer relationship management (CRM)
- Positive and professional
- Payment processing
- Gathering information
- Quality assurance
- Call handling
- Answering questions
- Professional phone voice
- Resolving issues
- Problem-solving skills
- Stocking supplies and retail products
Timeline
Centralized Support Specialist
One Medical ( Mission Control )
02.2025 - 03.2025
Call Center Agent
Aston Carter ( Door Dash )
12.2023 - 03.2024
Customer Service Representative
LIBERTY MUTUAL INSURANCE COMPANY
08.2022 - 04.2023
Customer Service Representative
NASM
08.2021 - 04.2022
Customer Service Representative
Sun Country Airlines - ( Remote )
06.2020 - 08.2021
Customer Service Representative
Maximus Federal Services
12.2018 - 03.2020
Customer Service Cashier
Circle K Convenience Store
10.2017 - 07.2018
Rio Salado
GED
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