Summary
Overview
Work History
Education
Skills
Timeline
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Patricia Rainey

Pass Christian,MS

Summary

Adept at elevating customer experiences, I spearheaded quality assurance and performance improvement initiatives at Comcepts, LLC, significantly enhancing customer satisfaction. My expertise in call center operations and strong leadership, coupled with exceptional problem-solving abilities, drove team success and prepared employees for leadership roles, showcasing a commitment to excellence and development.

Overview

10
10
years of professional experience

Work History

Call Center Manager

Comcepts, LLC
04.2017 - 03.2021
  • Established and oversaw performance targets for call center associates.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Developed quality employees within call center to take over leadership positions.
  • Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.

Senior Answering Service Operator

Comcepts, LLC
12.2010 - 07.2013
  • Maintained high level of customer service through friendly and polite demeanor.
  • Relayed and transcribed written and verbal messages to personnel.
  • Assisted callers with problem resolution, ensuring satisfactory outcomes for both customers and the company.
  • Managed a high volume of inbound calls while accurately documenting interactions in the company database.
  • Delivered outstanding service under pressure during high-call-volume periods without compromising quality or efficiency standards.
  • Handled difficult situations calmly and professionally, demonstrating excellent conflict resolution skills when necessary.
  • Enhanced customer satisfaction by promptly answering calls and addressing their inquiries.
  • Answered incoming calls, greeted callers, provided information and transferring calls to appropriate parties.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.

Education

GED -

Long Beach High School
Long Beach, Ms

Skills

  • Call Routing
  • Call Center Customer Service
  • Team coaching
  • Escalation Handling
  • Call Monitoring
  • Call Center Operations
  • Strong leadership
  • Team Leadership
  • Computer Skills
  • Positive Attitude
  • Customer Service
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Active Listening

Timeline

Call Center Manager

Comcepts, LLC
04.2017 - 03.2021

Senior Answering Service Operator

Comcepts, LLC
12.2010 - 07.2013

GED -

Long Beach High School

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Patricia Rainey