Summary
Overview
Work History
Education
Skills
Timeline
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Shyla Gray

Phoenix,AZ

Summary

  • Enterprising Outbound Lead with many years of call center experience with special focus and passion on outbound calls.
  • Personable relationship-builder with seasoned skill at closing sales and confirming contributions. Strong leadership skills with proven to motivate, affirm, and challenge record-setting callers as team lead.
  • Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
  • Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

3
3
years of professional experience

Work History

Outbound Call Center Agent

Apple
Tempe, AZ
01.2023 - 08.2024
  • Assisted customers in navigating through automated systems during outbound calls.
  • Performed data entry into computer system to document all call activity accurately.
  • Demonstrated ability to multi-task while speaking with customers on the phone.
  • Ensured customer satisfaction by providing accurate information and resolving customer issues.
  • Greeted customers in a friendly and professional manner.
  • Collaborated with other departments in order to resolve any outstanding customer issues.
  • Researched complex problems encountered during outbound calls and identified solutions quickly.
  • Adhered to company policies and procedures for handling outbound calls.
  • Refined and demonstrated excellent listening skills, asked probing questions, understood concerns, and overcame objections.
  • Defined sales and fundraising volume records for primary clients and monitored progress against forecasts.
  • Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
  • Led outbound calling team such that each team member met or exceeded sales targets.
  • Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.

Customer Service Representative

Verizon
Mesa, AZ
02.2022 - 12.2023
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Answered customer inquiries via phone, email, and chat.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Resolved customer complaints promptly and efficiently.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Office Administrative Assistant

Rock Point High School
Rock Point, AZ
08.2021 - 01.2022
  • Greeted visitors and responded to inquiries in a professional manner.
  • Assisted with scheduling meetings and appointments for the office staff.
  • Answered incoming calls in a timely manner and directed them appropriately.
  • Provided support to other departments by completing clerical tasks as needed.
  • Sorted mail daily for distribution throughout the organization.
  • Organized and maintained filing systems, both paper and electronic.
  • Collected data from various sources to create accurate financial statements on a monthly basis.
  • Managed employee records including payroll information, attendance tracking, vacation time requests.
  • Set up new hire paperwork according to company standards.
  • Prepared documents such as correspondence, presentations, spreadsheets, reports and other materials using Microsoft Office applications.
  • Ordered supplies and maintained an inventory of office equipment.
  • Coordinated travel arrangements for staff members as requested.

Education

Technical College - Nursing

Arizona College of Nursing
Glendale, AZ
04-2023

High School Diploma -

Chinle High School
Chinle, AZ
05-2018

Skills

  • Call Routing
  • Continuous Improvement
  • Call Monitoring
  • Workforce Management
  • Goal-Oriented
  • Closing Techniques
  • Customer Relationship Building
  • Sales Reporting
  • Script Reading
  • Customer Service
  • Time Management
  • Active Listening
  • Speech Clarity
  • Outbound Calling
  • Written Communication
  • Multitasking
  • Call Control
  • Decision-Making
  • Organizational Systems

Timeline

Outbound Call Center Agent

Apple
01.2023 - 08.2024

Customer Service Representative

Verizon
02.2022 - 12.2023

Office Administrative Assistant

Rock Point High School
08.2021 - 01.2022

Technical College - Nursing

Arizona College of Nursing

High School Diploma -

Chinle High School

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Shyla Gray