Ternaisha Green
Charlotte,NC
Summary
Adept at navigating complex customer queries, I leveraged my critical thinking and Microsoft Excel skills to enhance service quality at Convergys. My approach, focusing on empathetic listening and efficient problem-solving, resulted in significant process improvements and customer satisfaction, showcasing my ability to drive positive outcomes in high-pressure environments.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Remote Customer Service Representative
Convergys
08.2024 - Current
- Identified and resolved discrepancies and errors in customer accounts.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Implemented and developed customer service training processes.
- Sought ways to improve processes and services provided.
Call Center Representative
Concentrix
12.2023 - 07.2024
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Met customer call guidelines for service levels, handle time and productivity.
Retention Agent
Spectrum
02.2020 - 12.2023
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Implemented upselling techniques based on client preferences, generating additional revenue opportunities without compromising satisfaction levels.
- Maintained detailed records of interactions with clients for accurate reporting purposes.
- Educated customers about product features and benefits during retention efforts, increasing their understanding of value propositions.
Education
High School Diploma - Business Communication
Zebulon B. Vance Highschool
Charlotte, NC06.2016
Skills
- Call center experience
- Microsoft Excel
- Complaint handling
- Computer proficiency
- Call management
- Critical thinking
Certification
- Phlebotomy Technician Certification (PTC) - American Medical Certification Association (AMCA).
Timeline
Remote Customer Service Representative
Convergys
08.2024 - Current
Call Center Representative
Concentrix
12.2023 - 07.2024
Retention Agent
Spectrum
02.2020 - 12.2023
- Phlebotomy Technician Certification (PTC) - American Medical Certification Association (AMCA).
High School Diploma - Business Communication
Zebulon B. Vance Highschool
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