SianTashia Austin
Oklahoma City,OK
Summary
Experienced Back Office Customer Service Representative with 8 years of experience in a busy, fast-paced call center. Committed to providing prompt, accurate service to a large volume of incoming calls. Knowledgeable and dedicated customer service professional with extensive industry experience. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented individual with a passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
9
9
years of professional experience
Work History
Call Center Customer Service Representative
Advanced Call Center Technologies, LLC
01.2023 - Current
- Managed up to 35 - 40 Incoming calls back-to-back high calls volumes while providing exceptional customer support and maintaining professional composure.
- Focused on developing critical thinking skills through problem-solving exercises that required creative use of Excel functions.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Increased customer satisfaction through empathetic communication and timely updates on claim status.
- Enhanced claim processing efficiency by implementing streamlined procedures and documentation practices.
Amazon Warehouse Associate
Work inside an Amazon warehouse
04.2021 - 01.2023
- Consistently lifted materials weighing as much as 35-40 pounds.
- Increased accuracy in order picking by utilizing electronic scanning devices and following established procedures.
- Displayed adaptability by taking on various roles within the warehouse as needed, including receiving, shipping, or inventory control duties.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Unpacked and repacked items in different quantities and configurations for shipment.
Customer Service Representative (Remote)
SYNQ3 Restaurant Solutions
10.2019 - 01.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Excellent communication skills, both verbal and written.
- Professionally controlling up to 35-40 incoming calls back-to-back
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
Call Center Representative
Walmart
02.2017 - 09.2019
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- 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.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Reduced call resolution time through efficient problem-solving and communication skills.
Cashier
Braum's Restaurant
06.2015 - 02.2017
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained balanced cash drawer, ensuring accurate accounting at the end of each shift.
Education
Diploma -
Del City High School
Del City, OK05.2017
Skills
- Written and oral communication
- Teamwork and Collaboration
- Remote Work Experience
- Telephone Etiquette
- Multitasking Abilities
- Time Management
- Adaptability and Flexibility
- Attention to Detail
- Phone and Email Etiquette
- Team Collaboration
- Active Listening
- Interpersonal Skills
Timeline
Call Center Customer Service Representative
Advanced Call Center Technologies, LLC
01.2023 - Current
Amazon Warehouse Associate
Work inside an Amazon warehouse
04.2021 - 01.2023
Customer Service Representative (Remote)
SYNQ3 Restaurant Solutions
10.2019 - 01.2021
Call Center Representative
Walmart
02.2017 - 09.2019
Cashier
Braum's Restaurant
06.2015 - 02.2017
Diploma -
Del City High School
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