Terisa David
Garland,TX
Summary
Resourceful Inbound Call Center Agent known for high productivity and efficient task completion. Specialized skills include customer service excellence, conflict resolution, and accurate data entry. Excel in active listening, empathy, and communication, ensuring positive interactions and problem-solving with diverse customers.
Motivated Inbound Call Center Agent with background in delivering high-quality customer service over the phone. Notable strengths include strong communication skills, problem-solving abilities and maintaining positive client relationships. Successfully improved customer satisfaction ratings in previous roles by efficiently addressing concerns and providing solutions.
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
6
6
years of professional experience
Work History
Inbound Call Center Agent I
Automobile proctective corporation
Dallas , TX
01.2022 - 11.2024
- Ensure a great experience when responding to and resolving inbound and outbound contact requests, inquiries and service issues.
Build loyalty with customer contacts.
Actively listen to and maintain customer engagement while accurately capturing and documenting interactions during phone call.
Maintain a high level of patience and professionalism with customers.
Ability to meet stringent quality assessments standards and call monitoring requirements.
Achieve and exceed performance and productivity standards.
Responsible for encouraging and fostering CSR teamwork across all tiers and work groups.
Fosters team building.
Other duties as assigned. - Followed up with customers to ensure their satisfaction with the resolution of their inquiries.
- Provided feedback on product quality, usability, and functionality based on customer input.
- Updated customer contact information in company database systems.
- Recommended additional products or services that may be beneficial to customers.
- Cross-sold products and services when appropriate according to company guidelines.
- Performed outbound calls when required by contacting existing or potential customers.
- Accepted inbound calls and reached out to connect with customers in need of service and support.
- Answered inbound calls to provide information, answer questions or discuss payment options.
Collections Agent
IQ Venture Advisors
Carrollton, Texas
03.2020 - 02.2022
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Assisted in the development of strategies to improve collections process efficiency.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Analyzed customer data to identify potential areas of improvement within the collections department.
- Prepared reports summarizing collection activity for management review.
Customer Service Representative
RPC
Carrollton , TX
11.2018 - 02.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Education
Business Administration
Richland College
Dallas, TX01-2021
High School Diploma -
Mcarthur
Irving, TX01-2014
Skills
- Call handling
- Complaint resolution
- Sales closing
- Account updating
- Call logging
- Logging call information
- Professional phone voice
- Problem-solving skills
- Providing customer support
- Answering questions
- Sales expertise
Timeline
Inbound Call Center Agent I
Automobile proctective corporation
01.2022 - 11.2024
Collections Agent
IQ Venture Advisors
03.2020 - 02.2022
Customer Service Representative
RPC
11.2018 - 02.2022
Business Administration
Richland College
High School Diploma -
Mcarthur