Summary
Overview
Work History
Education
Skills
Timeline
Generic

Terri Robinson

Montgomery

Summary

Customer-focused professional with 5+ years of experience in customer service and call center environments, skilled at resolving inquiries via phone, email, and live chat. Recognized for professionalism, attentiveness, and courtesy when handling complex issues. Adept at navigating multiple systems simultaneously, clarifying requirements, and ensuring timely resolutions that build loyalty and satisfaction. Thrives in both team-oriented and independent settings while consistently achieving KPIs and productivity goals.

Overview

5
5
years of professional experience

Work History

Call Center Representative Tech

Foundever
Montgomery
03.2023 - Current
  • Delivered high-quality service while meeting contractual KPIs for call resolution, accuracy, and customer satisfaction.
  • Clarified customer requirements, probed for understanding, and used decision-support tools to resolve inquiries.
  • Greeted customers in a courteous and professional manner across multiple channels (phone, email, CRM).
  • Accurately documented call details, inquiries, complaints, and actions taken in the call tracking system.
  • Listened attentively to customer concerns, demonstrating empathy and building rapport.
  • Maintained working knowledge of company products and services to provide timely, relevant solutions.
  • Participated in quality initiatives and provided feedback to improve customer satisfaction and business performance.

Customer Service Agent

Hire Dynamics
Montgomery
02.2022 - 03.2023
  • Handled high-volume inbound calls, email, and chat inquiries while meeting quality and performance standards.
  • Fulfilled customer orders and processed adjustments with accuracy and efficiency.
  • Addressed customer concerns, tracked and retrieved case information, and ensured proper account documentation.
  • Maintained strong phone etiquette and upheld company service protocols.

Remote Customer Service Agent

Concentrix
Montgomery
05.2020 - 02.2022
  • Delivered courteous, professional service aligned with KPIs and client expectations.
  • Used scripts and probing questions to clarify customer needs and recommend solutions.
  • Accurately notated accounts, tracked interactions in databases, and ensured work completeness.
  • Participated in initiatives aimed at improving customer satisfaction and business outcomes.

Education

High School Diploma -

Sidney Lanier High School
Montgomery, AL
01.2004

Skills

  • Customer Support
  • Clarifying Customer Requirements
  • Needs Analysis
  • KPI Achievement
  • Productivity Goal Achievement
  • Process Improvement
  • Business Performance Support
  • CRM
  • Call Tracking
  • Multi-Database Navigation
  • Accurate Account Documentation
  • Notation
  • Order Management
  • Adjustments
  • Technical Troubleshooting
  • Digital Product Support
  • Customer Rapport Building
  • Empathy
  • Microsoft Office Suite

Timeline

Call Center Representative Tech

Foundever
03.2023 - Current

Customer Service Agent

Hire Dynamics
02.2022 - 03.2023

Remote Customer Service Agent

Concentrix
05.2020 - 02.2022

High School Diploma -

Sidney Lanier High School
Terri Robinson