Phyllis Perkins
Gary
Summary
Dynamic customer service professional with extensive experience at Teleperformance USA, adept at complaint handling and data entry. Proven ability to enhance customer satisfaction through empathy and effective problem-solving, achieving significant reductions in call times. Skilled in upselling strategies, fostering strong client relationships, and maintaining accurate documentation.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Customer Service Expert
Teleperformance USA
10.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced overall call times by implementing effective problem-solving techniques in a timely manner.
- Continuously sought opportunities for professional development through attending workshops, seminars, webinars and other educational events relevant to the customer service industry.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Host
Horseshoe Casino
04.2017 - 02.2020
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Answered customer questions about hours, seating, and menu information.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Maintained balanced cash drawer with correct money values and accurate documentation.
- Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
Education
No Degree - Health Administration
University of Phoenix
Tempe, AZ 05.2001 -
Skills
Call center experience
Data entry proficiency
Complaint handling
Empathy display
Upselling strategies
Certification
TP-EW Jump-Supervisor Immersion Checklist
Timeline
TP-EW Jump-Supervisor Immersion Checklist
12-2022
TP-EW Jump-Trainer Immersion Checklist
12-2022
Customer Service Expert
Teleperformance USA
10.2020 - Current
Host
Horseshoe Casino
04.2017 - 02.2020
No Degree - Health Administration
University of Phoenix
05.2001 -