Shamyra Marzette
Selma,AL
Summary
Dynamic Customer Service Representative with a proven track record at Teleperformance, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic complaint handling and upselling, while consistently exceeding performance metrics. Proficient in Microsoft Excel and adept at active listening, contributing to a positive service experience.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Teleperformance ( Remote )
07.2019 - Current
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
Southside High School
Selma, AL05.2019
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
Timeline
Customer Service Representative
Teleperformance ( Remote )
07.2019 - Current
Southside High School