Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rikki Douglas

Killeen

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Transamerica
07.2023 - Current
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Assisted customers in navigating company website and submitting requests, improving overall user experience.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Sales/Customer Service Representative Specialist

TTEC Services
06.2020 - 07.2023
  • Answered 30 customer telephone calls daily and promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Front Desk Customer Liaison

Kidz Therapeze
07.2019 - 10.2019
  • Received, recorded and addressed incoming and outgoing communication via telephone and email.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Carried out front office duties utilizing data entry skills in framework of medical database.
  • Organized and maintained patient chart filing system to promote quick data finding for staff.
  • Obtained payments from patients and scanned identification and insurance cards.

Concierge Desk Team Lead

Teleperformance
10.2015 - 01.2019
  • Coached 40 team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Took on additional job duties during unexpected backlog, resulting in meeting project target date.
  • Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.

Technical Support

Time Warner Cable
03.2015 - 07.2015
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.

Supervisor

Teleperformance
03.2012 - 02.2015
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Maintained compliance with company policies, objectives and communication goals.
  • Identified individual employee's unique work styles and adapted management methods.
  • Managed teams of 20 employees.

Education

Diploma -

C.H. Yoe High
Cameron
05.2004

Skills

  • Solicit sale of new or additional services
  • Word, Excel, PowerPoint, Outlook, EHR
  • Interview job applicants to select people meeting employer qualifications
  • POS Transactions
  • Calm and Professional Under Pressure
  • Customer Relationship Management
  • Customer Inquiry Response
  • Call Center Processes
  • Documenting Calls
  • Office Equipment
  • First-Tier Technical Support
  • Quality Assurance Evaluation

Certification

  • Licensed General Lines Insurance - 08/2020 - Current
  • Licensed Property & Casualty Insurance - 05/2021 - Current

Timeline

Customer Service Representative

Transamerica
07.2023 - Current

Sales/Customer Service Representative Specialist

TTEC Services
06.2020 - 07.2023

Front Desk Customer Liaison

Kidz Therapeze
07.2019 - 10.2019

Concierge Desk Team Lead

Teleperformance
10.2015 - 01.2019

Technical Support

Time Warner Cable
03.2015 - 07.2015

Supervisor

Teleperformance
03.2012 - 02.2015

Diploma -

C.H. Yoe High

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Rikki Douglas