Terkela Owens
Atlanta,GA
Summary
- Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.Knowledgeable in call center operations, email support, chat support, and experienced in working from home.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Agent
State Road and Tollway Authority
Atlanta, Georgia
01.2021 - 10.2023
- Chat support Answer chats daily to assist with customer’s questions, concerns, and managing accounts Assisted customers with a warm and professional attitude Answered general questions Answered calls from customers Resolved customer information and complaints Provided policy and service information registered accounts for customers Assist customers with account log in, technical issues and payments.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Attended training sessions regularly to stay current on new products or services.
- Generated monthly performance metrics for tracking progress towards goals.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
Dispatcher/Customer Service
Ashley Furniture
Atlanta, GA
06.2018 - 03.2020
- Helped clients Maintained up-to-date knowledge of customer accounts Tracked and monitored trucks when delivering furniture
- Contact customers with any delays, cancellation or early arrival of delivery.
- Supervised driver dispatching, route planning and vehicle tracking over drivers.
- Participated in team meetings discussing changes in procedures or processes.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assigned drivers to appropriate routes based on customer needs.
Benefits Specialist
Chime Solutions
Morrow, GA
08.2015 - 04.2018
- Answer inbound calls in a fast-paced call center environment for four clients to assist participants with enrolling into their benefits such as health care, dental, vision etc
- Navigate through cs pro to do indicative data changes, enroll participants, and make changes to any elections the participants make
- Verified multiple accounts to endure benefits were available to each member
- Also answer any general questions regarding benefits coverage.
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Assisted employees with enrolling in benefit plans and explained plan options.
- Provided customer service to employees regarding benefit enrollment, changes, and questions.
Education
Health and Medical Sciences
South Atlanta High School
05.2015
Skills
- Microsoft office
- Call center
- Customer care
- Writing
- Basic math
- Organizational
- Avaya
- MS office
- Front desk
- Email support
- Chat support
- Verbal
- Time management
- Cs pro
- Excel
- Data entry
- Expertise in customer service and customer care
- Information Verification
- Call Control
- Documentation and Reporting
- CRM Software
- Delivery Tracking
- Customer Service
- Inbound Call Management
- Outstanding Communication Skills
- Customer Relations
- Billing Inquiries
- Problem Resolution
- Database Research
- File Management
- Customer Relationship Management (CRM)
- Customer Complaint Resolution
- Inbound Customer Service
- Account Management
Leadership Experience
Ability to manage multiple projects simultaneously and meet tight deadlines, while maintaining the highest standards of quality.
Communication Skills
Strong written and verbal communication skills, including the ability to provide constructive feedback and collaborate effectively with writers, editors, and other stakeholders.
Affiliations
- HOSA
- Upward Bound
- FBLA
- Community voluntee
Certification
- CPR certified
Accomplishments
- Awarded as top customer service chat agent
Timeline
Customer Service Agent
State Road and Tollway Authority
01.2021 - 10.2023
Dispatcher/Customer Service
Ashley Furniture
06.2018 - 03.2020
Benefits Specialist
Chime Solutions
08.2015 - 04.2018
Health and Medical Sciences
South Atlanta High School
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