Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

PAULA WATT

Hot Springs,AR

Summary

Experienced Customer Service Rep with over 17 years of experience working in Call Center settings. 6 Years of my time is at supervisor level experience. Excellent reputation for resolving problems and improving customer satisfaction. Successful at generating leads, gaining new customers, and building loyalty from the start. Patient and sensitive to customers' apprehensions and needs.Possessing computer proficiency, including mastery in Word, Excel, PowerPoint, Outlook and computer dialing software.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Outbound Sales

Wintek USA-Hot Springs, Ar
01.2020 - 06.2020
  • Made average of 400 outbound and inbound calls per day
  • Attained $25000+ in sales targets on monthly basis
  • Established excellent sales ability and strong interpersonal skills with confident and persuasive approach
  • Set up appointments with interested customers according to schedule availability
  • Assisted with training and orientation of new employees
  • Answered inbound telephone calls from interested customers
  • Recorded contact information of customers and potential customers
  • Skilled at client management software and computer dialing.

Customer Service Manager

Sykes - Malvern, AR
11.2018 - 12.2019
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives
  • Devised and published metrics to measure organization's success in delivering world class customer service
  • Followed through with client requests to resolve problems
  • Managed department call volume of 2400 calls per day and coordinated department schedules to maximize coverage during peak hours
  • Improved customer service initiatives by streamlining sales and order management processes.

Customer Service Representative Agent

Sykes - Hot Springs, AR
06.2016 - 11.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Cultivated customer loyalty, promoted repeat customers and improved sales
  • Responded to customer requests for products, services and company information
  • Educated customers on promotions to enhance sales
  • Regularly exceeded daily sales and product add-on quotas
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Consulted with outside parties to resolve discrepancies and create effective solutions
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Provided information to customers regarding ATT's charge card and loyalty program and helped to open and activate new accounts
  • Leveraged sales expertise to promote ATT and capitalize on upsell opportunities
  • Managed a Team of 10+ agents and maintaining top metrics across the board for 6 months straight.

Customer Service Representative

Startek - Hot Springs, AR
07.2013 - 06.2016
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
  • Boosted sales revenue by skillfully promoting diverse communication options
  • Regularly exceeded daily sales and product add-on quotas
  • Educated customers on promotions to enhance sales
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
  • Cultivated customer loyalty, promoted repeat customers and improved sales
  • Answered over 200 calls per day and maintaining 540 AHT.

Supervisor

Pearl Interactive Network-WFH
  • Coached and regularly trained agents on performance-oriented strategies and customer service techniques
  • Created Excel spreadsheets of KPIs and other Metrics related to agents performance
  • Monitored attendance and adherence on daily basis
  • Take escalated calls/cases to provide customer satisfaction in unresolved issues
  • Correcting unresolved cases or cases done in error
  • Listening to calls to grade and coach agents to success in failed categories
  • Creating coaching packages for agents to review information at anytime after coaching
  • Tracked time for payroll to ensure time is entered correctly and matches system logs
  • Knowledge-able in employment retirement plans and IRS rules related to retirement

Customer Service Rep/ Scheduling Appointments

Pearl Interactive Network-WFH
  • Collecting insurance/medical history information
  • Inputting information to create new patient records
  • Scheduling appointments based on Geographic/patient needs
  • Providing Required information for upcoming appointments
  • Guidance for online portal to for Self Service options
  • Canceling/rescheduling appointments for current Patients
  • Following HIPPA Guidelines when interacting with callers.

Customer Service Representative

Conduent
Hot Springs, AR
05/01/23 - 02/16/24
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Assisted customers with installation of new hardware and software applications.
  • Diagnosed system errors and implemented solutions to resolve them.

Education

Associate of Science - Networking/Cyber Security

National Park College
Hot Springs

High School Diploma -

Hot Springs World Class High School

Skills

  • Microsoft Office
  • Account management
  • Maintaining and monitoring Attendance/adherence
  • Training
  • Complaint Resolution
  • Background in Data Entry
  • Coaching and Development
  • Generating reports for KPIs and other business needed metrics
  • Network Security
  • Mobile Device Management
  • Network configuration
  • Hardware Installation
  • Operating systems
  • Software configuration
  • Firewall Management
  • Help Desk Support
  • Remote Support
  • Hardware replacement
  • Organizational Skills
  • Software Installation
  • Support Services
  • Troubleshooting and Maintenance
  • Server and System Administration
  • Data Security
  • Enterprise Technology
  • Microsoft Office Suite

Certification

  • TestOut Certified Client Pro Certificate ID: 6-2C6-VENFWS
  • TestOut Certified PC Pro Certificate ID: 6-2C6-V9CP44
  • TestOut Certified Security Pro Certificate ID: 6-2C6-VEMSMF
  • CertiPort Information Technology Specialist in Networking
  • CertiPort Network Security Pro

Timeline

Outbound Sales

Wintek USA-Hot Springs, Ar
01.2020 - 06.2020

Customer Service Manager

Sykes - Malvern, AR
11.2018 - 12.2019

Customer Service Representative Agent

Sykes - Hot Springs, AR
06.2016 - 11.2018

Customer Service Representative

Startek - Hot Springs, AR
07.2013 - 06.2016

Supervisor

Pearl Interactive Network-WFH

Customer Service Rep/ Scheduling Appointments

Pearl Interactive Network-WFH

Customer Service Representative

Conduent
05/01/23 - 02/16/24

Associate of Science - Networking/Cyber Security

National Park College

High School Diploma -

Hot Springs World Class High School

Similar Profiles

CREATE PROFILE
PAULA WATT