Sondra Dupree-Miller
Montgomery,AL
Summary
Dynamic Escalation Agent at Transworld Systems Inc. with a proven track record in resolving complex client issues and enhancing customer satisfaction. Skilled in effective communication and problem-solving, I successfully reduced customer complaints through strategic process improvements and team collaboration, demonstrating professionalism and reliability under pressure.
Overview
12
12
years of professional experience
Work History
Escalation Agent
Transworld Systems Inc.
Montgomery, AL
09.2018 - Current
- Resolved complex client issues through effective communication and problem-solving techniques.
- Managed escalated customer inquiries, ensuring timely and satisfactory resolutions.
- Collaborated with cross-functional teams to streamline escalation processes and improve customer satisfaction.
- Trained new team members on escalation protocols and best practices for client engagement.
- Collaborated with team members to identify trends and recommend process improvements, leading to reduced call volume.
- Handled high-pressure situations with professionalism and empathy, restoring customer confidence in the company''s ability to address concerns.
- Stayed up-to-date on company policies and procedures, allowing for informed decision-making during escalations.
- Maintained detailed records of all escalation cases, ensuring accurate reporting and data analysis for management review.
- Reduced customer complaints by efficiently managing and resolving escalated issues.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Production Team Lead
Inteva
Gadsden, AL
10.2013 - 03.2017
- Supervised daily production activities to ensure adherence to quality standards.
- Trained and mentored team members on operational processes and safety protocols.
- Implemented process improvements that enhanced efficiency and reduced waste.
- Coordinated workflow across departments to meet production deadlines consistently.
- Organized work to meet demanding production goals.
Education
No Degree - Medical Assistant
Gadsden Business College
Gadsden, ALHigh School Diploma - General Studies
Cherokee County High School
Centre, AL05.1999
Skills
Call center experience
Complaint handling
De-escalation techniques
Assertiveness
Goal setting and achievement
Complaint investigation
Reporting and documentation
Teamwork
Teamwork and collaboration
Customer service
Problem-solving
Time management
Attention to detail
Multitasking
Calm and professional under pressure
Reliability
Excellent communication
Computer skills
Customer service excellence
Understanding customer needs
Team collaboration
Active listening
Effective communication
Calm under pressure
Teamwork skills
Microsoft office
Professionalism
Inbound call management
Product sales
Call center operations
Timeline
Escalation Agent
Transworld Systems Inc.
09.2018 - Current
Production Team Lead
Inteva
10.2013 - 03.2017
No Degree - Medical Assistant
Gadsden Business College
High School Diploma - General Studies
Cherokee County High School