Teressa Mason
Houston,TX
Summary
Driven professional with a strong background in customer service, demonstrated during tenure at Alorica. Excelled in managing high-stress situations and resolving customer complaints, enhancing loyalty and repeat business. Skilled in CRM knowledge and phone etiquette, showcasing an ability to meet diverse customer needs while maintaining a remote office. Achieved notable customer satisfaction and retention through effective communication and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Work From Home Agent
Asurion
05.2019 - Current
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
- Maintained a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.
Customer Service Representative
Alorica
04.2014 - 05.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Health Service Administration - Health Administration
Florida Career College
Miami, FL08.2023
Skills
- Typing Speed
- Phone Etiquette
- Goal-Oriented
- CRM Knowledge
- Appointment Scheduling
- Billing management
- Record preparation
- File Maintenance
- Customer Service
- Understanding Customer Needs
- Remote Office Availability
- Call Center Operations
Timeline
Work From Home Agent
Asurion
05.2019 - Current
Customer Service Representative
Alorica
04.2014 - 05.2019
Health Service Administration - Health Administration
Florida Career College
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