Sandra Wells
Kennesaw,GA
Summary
At home Call Center Representative versed in customer support in high call volume environments. To include computer and telephone etiquette. Having skills in conflict resolution and customer care. Demonstrating a high level of ownership and initiative. Quick and effective at decision making and maintaining excellent customer service throughout the sales process. Qualified several years in fast-paced customer service and call center environments.
Overview
36
36
years of professional experience
Work History
Call Center Representative
Dicks Sporting Goods
11.2021 - Current
- Educated customers about the brand to incite excitement about the company's mission and values
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- To determine customer needs by asking relevant questions and listening actively to the responses
- Processed cash and credit payments rapidly and accurately
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Documented conversations with customers to track requests, problems and solutions
- Maintained strong call control and quickly worked through scripts to address problems
- Reviewed customer account information to determine current issues and potential solutions
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Handled escalated customer service concerns to preserve revenue streams from key customers
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency
- Explained key information regarding products and services to customers to encourage informed decision-making
Call Center Agent
AT&T Call Center
02.2018 - 10.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Documented customer inquiries and feedback and entered service delivery suggestions in company database
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
Call Center Agent
Comcast, Xfinity
01.2016 - 01.2018
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Managed high-volume of inbound and outbound customer calls
- Explained key information regarding products and services to customers to encourage informed decision-making
- Reviewed files, records and other obtained documents to respond to customer requests
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Consulted with customers regarding needs and addressed concerns
Call Center Agent
Home Depot
11.2015 - 12.2015
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Managed high-volume of inbound and outbound customer calls
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Processed layaways, returns and exchanges
- Fielded client queries related to services and products for customers daily
Call Center Representative
Barnes and Noble
09.2013 - 11.2015
- Documented calls and caller information using company applications
- Provided product and service information to customers
- Corresponded with team members to develop solutions to customer problems
- Informed customers about sales and promotions in a friendly and engaging manner
- Helped callers to resolve order and shipping problems
- Reported each inquiry and resolution in the company database
- Interacted with customers and retail reps to expedite orders
- Assisted customers in finding out-of-stock items
- Built customer confidence by actively listening to their concerns and giving appropriate feedback
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Documented conversations with customers to track requests, problems and solutions
- Maintained strong call control and quickly worked through scripts to address problems
- Reviewed customer account information to determine current issues and potential solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Resolved inquiries to consistently meet performance benchmarks
At Home Call Center Rep
Alorica
08.2010 - 10.2013
- Qualified 3 years in fast-paced customer service and At home call center environments
- Responded to customer requests via telephone and email
- Verified data integrity and accuracy
- Entered details such as payments, account information and call logs into the computer system
Day Care Provider
Kid-N-Kaboodle Learning Center
03.1989 - 12.2010
- High level of patience with immense love and compassion for children
- Skilled child care worker with knowledge of developing fun and interesting activities
- Good communication and interpersonal skills
- Ability to get along with children and entertain them
- Excellent child supervision skills
- Deep understanding on children's need for social, physical and intellectual growth
- Efficient in offering safe environment for children
- Familiar with the nutritional and hygiene needs of children
Education
High School Diploma -
Brockton High School
Brockton, MAAssociate of Arts - Early Childhood Education
Technical College of the Lowcountry
Beaufort, SC01.1988
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
Party Planning
To help clients find venues, create floor plans, and hire service providers. I would also help clients determine what their event will look like by assisting them during the idea generation phase of the planning process.
Sewing
I have enjoyed sewing clothing and making craft project for my children, grand children and look forward to making the same for my Great Grand child!
Timeline
Call Center Representative
Dicks Sporting Goods
11.2021 - Current
Call Center Agent
AT&T Call Center
02.2018 - 10.2021
Call Center Agent
Comcast, Xfinity
01.2016 - 01.2018
Call Center Agent
Home Depot
11.2015 - 12.2015
Call Center Representative
Barnes and Noble
09.2013 - 11.2015
At Home Call Center Rep
Alorica
08.2010 - 10.2013
Day Care Provider
Kid-N-Kaboodle Learning Center
03.1989 - 12.2010
Associate of Arts - Early Childhood Education
Technical College of the Lowcountry
High School Diploma -
Brockton High School
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