Peggy Stowe
Customer Service Representative
Kingston,OK
Summary
Proven customer service expert from Alorica, adept in complaint resolution and data entry, significantly enhanced client satisfaction and operational efficiency. Skilled in fostering client relationships and teamwork, consistently exceeding performance metrics. Demonstrates exceptional problem-solving and interpersonal abilities, ensuring high-quality customer support and confidentiality management.
Overview
10
10
years of professional experience
Work History
Call Center Representative
Alorica
05.2020 - 05.2023
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
Alorica
10.2018 - 04.2020
Office Administrator/Secretary
Mental Health Services of Southern Oklahoma
10.2013 - 05.2016
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Reconciled account files and produced monthly reports.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Maintained confidentiality of sensitive information, adhering to strict data protection policies.
Education
Associate of Science - General Studies
Murray State
Tishomingo, OK 05.2001 -
Skills
Customer service
Data entry
Complaint resolution
Problem-solving skills
Quality assurance
Verbal and written communication
Interpersonal skills
Documentation and reporting
Appointment scheduling
Active listening
Teamwork and collaboration
Excellent communication
Time management abilities
Written communication
Multitasking Abilities
Reliability
Timeline
Call Center Representative
Alorica
05.2020 - 05.2023
Customer Service Representative
Alorica
10.2018 - 04.2020
Office Administrator/Secretary
Mental Health Services of Southern Oklahoma
10.2013 - 05.2016
Associate of Science - General Studies
Murray State
05.2001 -