TERRIA UPSHAW
Atlanta,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Motivated to maintain customer satisfaction and contribute to company success.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Omni Interactions (remote Contactor)
11.2021 - 02.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts assist with incoming calls scheduling Covid-19 appointments via phone
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor via chat, and Microsoft Teams
- Assist with tax client answered incoming calls via phone, chat, email, resolving issues of downloading and logging in and unlocking accounts, resolved customer complaints while expressing empathy
- Achieved consistent customer satisfaction rate of over 95% thru effective problem-solving and alternative communications
- Updated account information to maintain customer records in CRM systems exceeding monthly goals
Customer Support Representative
Manpower (contractor)
03.2021 - 10.2021
- Excellent communication skills answered over 60 calls from customers questions regarding 401k Thrift Saving Plan
- Assist customers to resolve issues unlocking accounts, logging In, resetting passwords, withdrawal and distribution of 401k
- Assist policy holders with inquires, policy changes, claim processing
- Resolve customer complaints to ensure high satisfaction and retention
- Assist customers with various types of issues via telephone, email, chat updated information in salesforce
Customer Service Agent/Supervisor
Immediate Credit Recovery
03.2013 - 03.2020
- Supervisor of Administrative Resolutions Department Managed over 10 employees for Student Loan Rehabilitation program
- Entered customer data creation of over 500 accounts to initiate wage garnishment process via data entry on excel spreadsheet
- Answered large volume of calls daily
- Demonstrated empathy in handling difficult situations
- Achieved consistent customer satisfaction rate of over 95% thru effective which resulted in awarding new contract, updated account records in salesforce
Education
Bachelor of Science - Human Resources Management
Southern New Hampshire University
Hooksett, NHSkills
- Verbal and Written Communications
- Customer Relationship Management
- Active Listening
- Expressed Empathy
- Problem-solving abilities
- Critical Thinking
- Resilience and positivity
- Microsoft Office Suite
- Typing: 50wpm Email Chat
- Microsoft Teams Salesforce
Timeline
Customer Service Representative
Omni Interactions (remote Contactor)
11.2021 - 02.2024
Customer Support Representative
Manpower (contractor)
03.2021 - 10.2021
Customer Service Agent/Supervisor
Immediate Credit Recovery
03.2013 - 03.2020
Bachelor of Science - Human Resources Management
Southern New Hampshire University
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