Terrika Abram
Portsmouth,VA
Summary
Looking to leverage my customer service representative experience, specializing in communication and client relations. Adept at delivering quality service to diverse customers and managing high call volumes efficiently to ensure satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
MCI
07.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
In-bound Sales Agent
Cox Communications
11.2023 - 04.2024
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Provided exceptional customer service, resolving issues promptly and professionally.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Sterile Processing Technician
Sentara Norfolk General Hospital
01.2021 - 11.2022
- Ordered and restocked supplies for decontamination and surgical areas
- Identified parameters and sterilization method required for each item to be sterilized
- Corrected instrument sets according to current standards and established count sheets and instrument tracking systems
- Recorded biologicals and test results.
Customer Service Representative
MCI Telecommunications
09.2022 - 09.2022
- During hurricane Ian I was responsible for inputting insurance claims of the victims
- Empathy and sensitivities were needed during that extremely stressful time
- Accurately and efficiently handled each call
- Remotely worked in a quiet, free of distractions, environment.
Janitor
Coverall North America Inc.
10.2018 - 10.2020
- Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness
- Cleaned, vacuumed and dusted all areas of building to maintain organized, professional appearance for employees and clients
- Supervised supplies in inventory, including floor cleaners and disinfectant products and submitted lists to owner for items requiring immediate reorder
- Promoted building security by locking doors and checking electrical appliances for safety hazards
- Trained junior maintenance professionals on correct cleaning procedures.
Field Chemist
Clean Harbors
05.2014 - 04.2017
- Avidly maintained safety as my number one goal by following policies, procedures in a safe manner at all times
- Conducted projects/jobs according to site specific Federal, State and local regulations and health and safety plans
- Leveraged computerized management system and labeling process to conduct inventory of reagents, chemicals and supplies
- Prepared waste drums for pick-up and delivery to comply with local, state and federal regulations for treatment and disposal of hazardous waste
- Resolved routine issues and escalated non-standard or critical issues to EH&S department for corrective action.
Environmental Technician II
Clean Harbors
04.2013 - 05.2014
- Performed Total Project Management Services including power-washing, trenching, scrubbing, cleaning, waste packaging, digging, sampling, and operating machinery, confined space entry, and decontamination
- Determined chemical composition and nature of land pollutants by analyzing and collecting soil
- Installed and maintained instruments, including CO2 oxygen detector and SCBA
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Education
Certificate - Digital Marketing
Pathstream
RemoteGED -
Dublin High School
Dublin, CA01.2006
Skills
- Microsoft Word (2 years)
- Google Docs (1 year)
- Live chat (1 year)
- Payment Processing
- Microsoft Outlook
- Call Management
- De-Escalation Techniques
- Quality Control
- CRM Software
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
Certification
Certified Notary Public
Timeline
Customer Service Representative
MCI
07.2024 - Current
In-bound Sales Agent
Cox Communications
11.2023 - 04.2024
Customer Service Representative
MCI Telecommunications
09.2022 - 09.2022
Sterile Processing Technician
Sentara Norfolk General Hospital
01.2021 - 11.2022
Janitor
Coverall North America Inc.
10.2018 - 10.2020
Field Chemist
Clean Harbors
05.2014 - 04.2017
Environmental Technician II
Clean Harbors
04.2013 - 05.2014
Certificate - Digital Marketing
Pathstream
GED -
Dublin High School
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