Rosanna Morgan
Princeton,WV
Summary
Healthcare service professional with proven track record in patient communication and problem resolution. Adept at managing patient inquiries, coordinating with medical teams, and ensuring smooth service delivery. Strong focus on teamwork and adaptability, consistently achieving results even in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills.
Skilled call center professional versed in customer support protocols for any current products and company offered services. Bring extensive high-call volume experience spanning over 10 years working with escalated consumers. Superior computer skills and telephone etiquette. Knowledgeable and dedicated customer service professional with extensive experience in the Dish satellite industry and Intuit QuickBooks software. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Conduent Commercial Solutions
12.2022 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Met customer call guidelines for service levels, handle time and productivity.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Customer Service Agent (WOH)
ALORICA INC.
06.2020 - 03.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Educated customers on company systems, form completion and access to services.
- Facilitated communications through management of inbound and outbound customer calls.
- Resolved numerous customer issues each shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Adapted to new applications and maintained knowledge of current technologies.
- Entered customer information into customized computer system with SalesForce to document and organize client records.
- Contacted customers to return routine and general calls promptly.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Customer Service Representative
Dish
04.2018 - 05.2019
- Regularly exceeded daily sales and product add-on quotas.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Answered constant flow of customer calls with up to a hundred calls in queue per minute.
- Compiled customer feedback and recommended service delivery improvements to management.
- Responded to customer requests for products, services and company information.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Boosted sales revenue by skillfully promoting diverse products and service options.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Education
Some College (No Degree) - Psychology
Liberty University
Lynchburg, VASkills
- Complaint Resolution
- Professional Telephone Demeanor
- Good Listening Skills
- Quick Learner
- Computer Proficient
- Customer Retention Strategies
- Call Documentation
- Client Rapport-Building
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Researching Customer Issues
- Issue and Complaint Resolution
- Call Volume and Quality Metrics
- Administrative and Office Support
- Policy and Procedure Adherence
- Scripted Responses
- Online Chat
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Customer Account Management
- Microsoft Windows and Office
- Hardware Diagnostics
- Mobility Devices
- Knowledge Base
- Technical Troubleshooting
- Computer System Maintenance
- Remote Technical Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Agent
Conduent Commercial Solutions
12.2022 - Current
Customer Service Agent (WOH)
ALORICA INC.
06.2020 - 03.2022
Customer Service Representative
Dish
04.2018 - 05.2019
Some College (No Degree) - Psychology
Liberty University
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