Renee Taylor
Olive Branch,MS
Summary
Driven by a results-focused approach, I leveraged my problem-solving abilities and customer service expertise at Alorica to significantly enhance customer satisfaction and loyalty. My adeptness in Microsoft Office Suite and exceptional active listening skills contributed to resolving complex issues, achieving high first-contact resolution rates, and fostering strong customer relationships.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
U.S. Appliance
01.2024 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Help Desk Support Specialist
Alorica/American Airlines
11.2015 - 12.2023
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.
- Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Coordinated closely with other departments for cross-functional issue resolution when necessary.
- Stayed current on emerging technologies, trends, and industry best practices to enhance personal expertise and provide better support services.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
Medical Assistant
Region IV Mental Health Services
08.2013 - 07.2015
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
Education
Medical Assistant - Medical Assisting
Delta Technical College
Horn Lake, MS08.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Appointment Scheduling
- Documentation
- Microsoft Office Suite
- Administrative Support
- Data Collection
- Customer Relationship Management (CRM)
- Prioritization
- Clerical Support
- Filing
- Multi-line phone talent
Timeline
Customer Service Representative
U.S. Appliance
01.2024 - 04.2024
Help Desk Support Specialist
Alorica/American Airlines
11.2015 - 12.2023
Medical Assistant
Region IV Mental Health Services
08.2013 - 07.2015
Medical Assistant - Medical Assisting
Delta Technical College
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