Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rachel Patterson

Oviedo,FL

Summary

Dynamic professional with a strong background in customer interactions and service solutions, dedicated to fostering exceptional customer satisfaction. Proven expertise in conflict resolution, effective communication, and problem-solving ensures a seamless experience for clients while driving organizational success. A collaborative team player, focused on achieving results through efficient and empathetic service delivery. Recognized for reliability and a proactive approach, complemented by strong analytical skills that enhance decision-making and strategic outcomes.

Overview

22
22
years of professional experience

Work History

Data Analyst

AT&T Inc.
01.2014 - Current
  • Produced monthly, weekly and daily call center performance reports using Excel spreadsheet functions.
  • Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
  • Corrected any data entry error to prevent later issues such as duplication or data degradation.
  • Assembled current business data to produce reports and PowerPoint presentations, highlighting findings and recommending changes.
  • Executed ad hoc analysis requests from upper management on trends and performance to focus on performance opportunities.
  • Reviewed and contacted customers after completing experience surveys for possible resolution regarding ongoing account issues.
  • Performed audits of company procedure that identified process gaps, leading to improvement in procedural adherence.

Customer Service Escalation Specialist

AT&T Inc.
09.2011 - 01.2014
  • Managed escalated customer inquiries needing advanced support beyond level one assistance.
  • Resolved complex customer issues by diligently researching and collaborating with cross-functional teams.
  • Bolstered customer retention by offering specialized solutions.
  • Reviewed accounts for special treatment regarding equipment issues and fraudulent actions.
  • Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in a timely manner.
  • Served as a subject matter expert within the team, providing guidance on complex issues that required specialized knowledge or expertise.

Customer Service Representative

AT&T Inc.
10.2003 - 09.2011
  • Assisted customers with billing and account inquiries in call center environment.
  • Supplied timely and accurate resolutions to meet customer needs.
  • Managed payment transactions, ensuring correct posting to customer accounts.
  • Collaborated with other agents on committees to increase morale and drive results.

Education

Bachelor of Arts - Psychology

University Of Central Florida
Orlando, FL
05.2008

Skills

  • Advanced Excel spreadsheet functions
  • Report analysis and preparation
  • Spreadsheet management
  • Microsoft Outlook, Word and Excel
  • Inbound and Outbound Calling
  • Inter-department collaboration
  • Ensuring high standards in customer interactions
  • Complaint resolution
  • Customer-focused
  • Exceptional interpersonal communication
  • Meticulous attention to detail
  • Effective problem solver

Timeline

Data Analyst

AT&T Inc.
01.2014 - Current

Customer Service Escalation Specialist

AT&T Inc.
09.2011 - 01.2014

Customer Service Representative

AT&T Inc.
10.2003 - 09.2011

Bachelor of Arts - Psychology

University Of Central Florida

Similar Profiles

CREATE PROFILE