Sylvia Jolly
Tulsa,OK
Summary
Virtual Online Representative with 9+ years of experience working in a fast-paced call center environment. Detailed oriented and responsible for answering chats/calls and customer requests in a timely manner while delivering a superior customer service experience. Seeking a similar position where I can Grow and be a part of a company with an increased business curve.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
US Cellular Wireless
Tulsa, OK
11.2014 - 10.2023
- Successfully managed inbound customer service calls, consistently displaying utmost professionalism and courtesy.
- Proficiently processed payments of delinquent accounts through inbound calls, ensuring timely resolution of financial issues
- Leveraged level one troubleshooting skills to identify customers' needs through a thorough account review and purposeful questioning for efficient concern resolution
- Demonstrated comprehensive understanding of company offerings, encompassing products, accessories, promotions, plans, features, and pricing
- Successfully completed involvement in a peer mentorship program during the beginning stages of 2015. Successfully conducted four-week training sessions for new associates, facilitating their progression in desired positions through constructive feedback and valuable insights. Provided guidance and support during the training period to guarantee improved call quality.
- Stepped up as a Webchat executive from late 2016 onwards, demonstrating adept handling of complicated client concerns.
Web Chat Representative
Tulsa, OK
05.2016 - 02.2021
- Responded to inbound customer service chats with utmost professionalism and courtesy, effectively addressing customer concerns.
- Consistently met quality standards during every chat interaction.
- Conducted in-depth research to identify and promptly resolve diverse customer queries and issues.
- Handled inbound calls/chats for overdue accounts, securing payment commitments, processing payments, and addressing inquiries to maintain financial service standards.
- Reviewed customer accounts to anticipate needs and create tailored solutions for retention and growth
- Experienced in identifying and addressing Tier 1 and Tier 2 concerns, consistently providing effective solutions.
Retail store associate
Hot-Topic
Tulsa, OK
11.2012 - 11.2014
- Maintained organized and customer-friendly store layout through timely execution of resets.
- Managed morning and evening stocking operations.
- Assisted customers in finding suitable products based on their preferences.
- Demonstrated proficiency in the stores POS system.
- Thrived in high-pressure environments during peak seasons at the mall
- Engaged positively with customers and associates
- Maintained attractive merchandise displays to maximize purchases.
Store Associate
GameStop
Tulsa, OK
05.2013 - 08.2014
- Provided cash register operations and handled customer payments.
- Stocked shelves with merchandise and maintained inventory levels.
- Assisted with loading and unloading deliveries from vendors.
- Processed returns and exchanges according to company policy.
- Maintained knowledge of current promotions, policies concerning payment and exchanges.
Education
High School Diploma -
Foyil High School
05-2013
Skills
- Data entry
- Troubleshooting and research
- Verbal and Oral Communication
- Customer Focused
- Retail Experience
- MS Office and products
- De escalation
- Typing skills 42WPM
- Time management
- Inbound and Outbound Calling
- Customer Service
- Call Center Operations
- Credit card payment processing
Timeline
Web Chat Representative
05.2016 - 02.2021
Customer Service Representative
US Cellular Wireless
11.2014 - 10.2023
Store Associate
GameStop
05.2013 - 08.2014
Retail store associate
Hot-Topic
11.2012 - 11.2014
High School Diploma -
Foyil High School
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