Summer Swain
Glenn heights
Summary
Dedicated customer service representative with proven skills in conflict resolution, critical thinking, and complaint handling. Known for managing high-stress situations while ensuring customer satisfaction.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Concentrix
Oklahoma City, OK
01.2019 - 02.2026
- Resolved customer inquiries across multiple channels, ensuring timely and accurate information delivery.
- Assisted in training new team members on effective communication techniques and system usage.
- Collaborated with cross-functional teams to enhance customer experience and streamline processes.
- Managed escalated customer issues, providing effective solutions to maintain satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Alorica
Oklahoma City, OK
03.2014 - 01.2019
- Implemented feedback mechanisms to gather customer insights and improve service quality.
- Analyzed call metrics to identify trends, optimizing response strategies for better efficiency.
- Mentored junior representatives, fostering skills development and promoting a collaborative environment.
- Led initiatives to reduce response times, driving improvements in overall service performance.
- 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.
Call Center Representative
Sitel Group
Oklahoma City, OK
01.2010 - 03.2014
- Managed high-volume inbound calls to resolve customer inquiries and issues efficiently.
- Utilized CRM systems to document interactions and track resolutions for improved service delivery.
- Collaborated with team members to enhance call handling processes, resulting in reduced response times.
- Provided training and mentorship to new employees on effective communication techniques and system usage.
- Developed scripts and guidelines for handling common customer scenarios, improving consistency in responses.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Education
High School Diploma -
Douglas High School
Oklahoma City, OKSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Microsoft outlook
- Paperwork processing
Timeline
Customer Service Representative
Concentrix
01.2019 - 02.2026
Customer Service Representative
Alorica
03.2014 - 01.2019
Call Center Representative
Sitel Group
01.2010 - 03.2014
High School Diploma -
Douglas High School