Teia Allen
Houston,TX
Summary
Dynamic call center representative with 20 years of experience in customer service excellence, proficient in client satisfaction and support. Skilled in managing high-call volumes and improving service processes.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Client Relations Specialist
Veterans Affairs Medical Center (Prosthetics)
05.2018 - Current
- Handled high-volume calls, achieving 20% faster resolutions
- Cultivated strong client relationships through proactive communication and tailored service solutions.
- Utilized CRM systems to track interactions, optimize follow-up processes, and maintain comprehensive client records.
- Strengthened client relationships by providing exceptional service and addressing their unique needs.
- Streamlined internal processes for improved efficiency in managing client accounts, leading to increased client satisfaction.
- Managed customer relations on ongoing basis to maximize customer retention.
Call Center Representative
Alterna Haircare
06.2011 - 03.2018
- Managed over 100 calls daily, resolving issues 95% of time
- Improved client satisfaction by 30% through effective support
- Educated customers on product features, enhancing user experience and satisfaction.
- Mentored junior representatives on best practices for customer interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- 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.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Customer Service Associate
Hair Club For Men And Women
12.2006 - 05.2011
- Answered 50+ calls daily with 85% issue resolution
- Implemented new training strategy raising efficiency 18%
- Monitored feedback to drive service improvements 10%
- Managed multi-line phone systems to ensure efficient call handling and customer support.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Enhanced brand image by consistently delivering service beyond expectations.
Education
Master of Business And Leadership - Management
Nyack College
West Nyack, NY01-2011
Bachelor of Arts - Communication
Nyack College
West Nyack01-2009
Skills
- Customer Service
- Problem Solving
- Communication Skills
- Time Management
- Team Leadership
- Service Improvement
- Conflict Resolution
- CRM Software
Certification
- Customer Service Excellence - Customer Experience Institute
- Call Center Operations Management - National Call Center Association
- Licensed Certified Hair Loss Specialist
- Customer Service Training - Hair Club for Men and Women
Languages
French
Native or Bilingual
Timeline
Senior Client Relations Specialist
Veterans Affairs Medical Center (Prosthetics)
05.2018 - Current
Call Center Representative
Alterna Haircare
06.2011 - 03.2018
Customer Service Associate
Hair Club For Men And Women
12.2006 - 05.2011
Master of Business And Leadership - Management
Nyack College
Bachelor of Arts - Communication
Nyack College
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