Summary
Overview
Work History
Education
Skills
Timeline
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Otis'sia English

Houston,TX

Summary

Dynamic customer service professional with a proven track record at Equiniti, excelling in conflict mediation and customer engagement. Skilled in troubleshooting and analytical reasoning, I consistently enhanced customer satisfaction and loyalty through effective communication and resolution strategies, achieving significant improvements in retention and repeat business.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Equiniti
02.2024 - Current
  • 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.

Call Center Agent

Lynx Services
09.2021 - 01.2023
  • 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.

Retention Specialist

Suddenlink
04.2019 - 09.2021
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Built constructive customer relationships to improve loyalty and recommendations.

Education

Robert E Lee High School
Tyler

Skills

  • Customer engagement
  • Effective listening
  • Analytical reasoning
  • Efficient data input
  • Troubleshooting expertise
  • Telecommunications proficiency
  • Skilled in conflict mediation

Timeline

Customer Service Representative

Equiniti
02.2024 - Current

Call Center Agent

Lynx Services
09.2021 - 01.2023

Retention Specialist

Suddenlink
04.2019 - 09.2021

Robert E Lee High School

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Otis'sia English