Shemika Manning
Gainesville,GA
Summary
Highly skilled Call Center Representative at Verizon Wireless, successfully navigating numerous high-stress situations and consistently excelling in role. Demonstrates ability to enhance customer loyalty through empathetic dispute resolution and efficient problem-solving. Leverages expertise in CRM software and commitment to quality assurance to significantly improve call handling efficiency, resulting in enhanced customer satisfaction. Consistently surpasses performance metrics through technical troubleshooting and exceptional communication skills, fostering strong client relationships and promoting brand loyalty.
Overview
12
12
years of professional experience
Work History
Call Center Representative
Verizon Wireless
11.2012 - 10.2024
- 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.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Education
Associate Of Applied Business - Business Management
Georgia Piedmont Technical College
Clarkston, GA05.2013
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Call control
- Answering questions
- Complaint resolution
- Payment processing
- Gathering information
- Calm disposition
- Account updating
- Customer service optimization
- Technical support
- Quality control
- Database research
- Technical troubleshooting
- Quality assurance controls
- System documentation
- Data gathering
- Documentation and reporting
- Credit adjustments
- Software CRM system expert
- Policies and procedures adherence
Timeline
Call Center Representative
Verizon Wireless
11.2012 - 10.2024
Associate Of Applied Business - Business Management
Georgia Piedmont Technical College
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