TERA DULA
Claremont,NC
Summary
Dynamic professional with a proven track record at AT&T Call Center, excelling in customer service and CRM system management. Expert in transforming customer challenges into solutions, enhancing satisfaction, and fostering loyalty. Skilled in active listening and technical troubleshooting, consistently achieving and surpassing targets through effective team collaboration and process improvement.
Overview
16
16
years of professional experience
Work History
Sales Advisor
AT&T Call Center
Hickory, NC
06.2023 - 11.2024
- Used active listening and relationship-building skills to assess customer needs, build rapport and connect with viable solutions.
- Maintained positive working relationships with fellow staff and management.
- Applied a consultative approach to collect information on customer service, account, and technical concerns.
- Conducted regular follow-up calls with customers after resolving their issues.
Work From Home Agent
Concentrix
, NC
01.2020 - 06.2023
- Conducted regular follow-up calls with customers after resolving their issues.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Strengthened customer retention by offering discount options.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Food Service Team Leader
Yum Brands Inc
Hickory, NC
08.2008 - 08.2020
- Hired and trained new food service personnel to maintain high productivity levels of staff.
- Oversaw inventory and ordered ingredients to restock freezers, fridges, and pantries.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Scanned kitchen and service areas for items that needed to be cleaned or replenished and directed staff to complete tasks.
Education
Bachelor's degree - Psychology
Walden University
Remote12.2024
High school diploma -
CVCC
Hickory, NC, Date, SD12.2001
Skills
- Customer Service
- Wiki Systems Utilization
- Product Knowledge
- Active Listening
- Empathy
- Problem-Solving
- CRM System Management
- Technical Troubleshooting
- Order Fulfillment
- Billing Inquiry Management
- Communication Skills
- Process Improvement
- Team Collaboration
- Training and Onboarding
- Subject Matter Expertise
- Escalation Management
- Closing deals
- Technical support
- Call control
Timeline
Sales Advisor
AT&T Call Center
06.2023 - 11.2024
Work From Home Agent
Concentrix
01.2020 - 06.2023
Food Service Team Leader
Yum Brands Inc
08.2008 - 08.2020
Bachelor's degree - Psychology
Walden University
High school diploma -
CVCC
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