Peggy Guerrant
Charleston,WV
Summary
Innovative Call Center Representative with 15 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
TTEC
Remote
09.2023 - 01.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Guided customers through product features, enhancing overall user experience and satisfaction.
- Collaborated with team members to streamline processes and improve service delivery efficiency.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Alorica
Charleston, WV
10.2018 - 04.2020
- Answered constant flow of customer calls with minimal wait times.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Met all customer call guidelines including service levels, handle time and productivity.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service
TTEC
Remote
01.2013 - 06.2018
- Developed strong client relationships through consistent communication and attentive customer service.
- Provided excellent customer service, addressing concerns promptly and professionally.
- Delivered exceptional customer service, addressing concerns and resolving issues promptly.
- Offered administrative and customer service support to customers.
- Provided friendly and attentive customer service, resulting in repeat patronage.
- Delivered outstanding customer service by addressing inquiries promptly and courteously.
- Provided exceptional customer service, resolving disputes promptly and professionally.
UnitedHealthcare- Customer Service Representative
FORMERLY OPTUM, INC
Orlando, FL
01.2012 - 01.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered constant flow of customer calls with minimal wait times.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
ConnectiCare Insurance
Orlando, FL
07.2011 - 01.2012
- Customer oriented professional in a call center setting with strong knowledge of insurance principles and a knack for conflict resolution seeks an insurance customer service representative position with an excellent Company.
- Knowledgeable insurance customer service representative with 3 years in the industry seeking to apply exceptional customer relation and communication skills in a position with an excellent Company.
Buffalo Wild Wings
Server Line Cook Bartender
Orlando, FL
01.2006 - 06.2011
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Became familiar with products to answer questions and make suggestions.
- Supported great dining and meal experiences for guests.
- Worked well with teammates and accepted coaching from management team.
Education
ACCOUNTING, VALENCIA
Valencia College
Orlando, FL2011
GED -
Garnet Career Center
Charleston, WV1984
Skills
- Customer Account Management
- Multitasking and Prioritization
- Understanding Customer Needs
- Microsoft Office Suite
- Efficient and Detail-Oriented
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Establishing and Maintaining Customer Relationships
Timeline
Customer Service Representative
TTEC
09.2023 - 01.2025
Customer Service Representative
Alorica
10.2018 - 04.2020
Customer Service
TTEC
01.2013 - 06.2018
UnitedHealthcare- Customer Service Representative
FORMERLY OPTUM, INC
01.2012 - 01.2013
Customer Service Representative
ConnectiCare Insurance
07.2011 - 01.2012
Buffalo Wild Wings
Server Line Cook Bartender
01.2006 - 06.2011
ACCOUNTING, VALENCIA
Valencia College
GED -
Garnet Career Center