Olivia Tucker
Ralph,AL
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
CSR
William Sonoma
09.2024 - 12.2024
- 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.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
Travel CNA
Primetimetravel
05.2022 - 08.2024
- Developed strong rapport with patients through empathetic listening skills and effective communication techniques that eased anxiety during transitions between facilities.
- Demonstrated strong clinical skills in various settings, including hospitals, rehabilitation centers, long-term care facilities, and private homes.
- Exhibited strong organizational skills by efficiently managing workloads in fast-paced environments with minimal supervision.
- Responded quickly and calmly in emergency situations.
- Anticipated potential issues related to specific diagnoses or treatments based on knowledge gained from prior travel CNA experiences.
- Expanded professional knowledge by attending continuing education courses, seminars, and workshops relevant to the travel CNA role.
- Provided high-quality nursing care to diverse patient populations, adapting to the unique needs of each assignment.
- Enhanced patient experience by providing compassionate and attentive care during travel assignments.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Behavior Technician
Mary Harper Center
07.2020 - 04.2022
- Assisted clients in identifying and setting goals to promote positive behavior development.
- Enhanced client progress by implementing individualized behavior intervention plans.
- Maintained detailed records of client behaviors and interventions, ensuring accurate tracking of progress over time.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Implemented strategies to reduce anxiety and stress levels in clients.
Customer Service Cashier
Walmart
01.2017 - 07.2020
- 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.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
Call Center Representative
FIS
04.2013 - 01.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
Associate of Applied Science - Office Administration
Shelton State Community College
Tuscaloosa, AL05.2027
High School Diploma -
Sipseyvalley High School
Buhl, AL05.2010
Skills
- Reliable team player
- Customer Support
- Customer Satisfaction
- Written and oral communication
- Problem-solving skills
- Customer communications
- Verbal and written communication
- Resolving issues
- Answering questions
Timeline
CSR
William Sonoma
09.2024 - 12.2024
Travel CNA
Primetimetravel
05.2022 - 08.2024
Behavior Technician
Mary Harper Center
07.2020 - 04.2022
Customer Service Cashier
Walmart
01.2017 - 07.2020
Call Center Representative
FIS
04.2013 - 01.2017
Associate of Applied Science - Office Administration
Shelton State Community College
High School Diploma -
Sipseyvalley High School
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