Raquel Mosley
Red Oak,VA
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction at Alorica. Skilled in de-escalation techniques and CRM software, adept at resolving complex issues, leading to a 20% increase in customer retention. Excels in high-pressure environments, leveraging exceptional problem-solving and active listening skills to deliver top-notch service.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Alorica
11.2023 - 01.2024
- Receive and gather to inbound customer calls; gather and verify required information.
- Comprehend customer request, for product or services.
- Develop/present customer service solutions and/or suggest additional items, cross sell, up sell
- Provide information to the customer and place appropriate notes in system indicating exactly what action was taken or need to be taken; attentiveness to notes/customers interaction detail for auditing, reporting and customer experience purposes
- Ensure proper security procedures are followed on all e-commerce customer interactions
- Calls can be back-to-back with the expectation of ending one call and ready for another.
- Some of these customers may be escalated and it would be up to you to deescalate calmly and resolve.
- Multitasking is crucial in this environment as you need to maintain a dialogue with your customers while navigating multiple systems.
- Provide exceptional service in a high volume fast- paced environment
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Front Office Receptionist
Velocity Urgent Care
05.2021 - 10.2022
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained clean reception area to promote positive, professional environment for clients.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Ensured welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
- Maintained high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Answered questions about and trained two employees on experity software.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Education
Associate of Science - Science
Bryant And Stratton College
Buffalo, NY05.2023
Diploma - Science
Miller - Motte Technical College - Raleigh
Raleigh, NC12.2019
Skills
- Customer Service , problem - solving abilities
- Call center operations
- Data Entry , Appointment scheduling
- Active listening , Critical thinking
- Call center Experience
- Customer Relationship Management (CRM)
- De-Escalation Techniques , Multi-line phone talent
- Escalation management
- Clerical Support , Technical support
- Complaint resolution , complaint handling
Timeline
Customer Service Representative
Alorica
11.2023 - 01.2024
Front Office Receptionist
Velocity Urgent Care
05.2021 - 10.2022
Associate of Science - Science
Bryant And Stratton College
Diploma - Science
Miller - Motte Technical College - Raleigh