Theresa Gipson
Miami,FL
Summary
Dynamic Customer Experience Agent with a proven track record at South Florida Rail Authority, excelling in resolving inquiries and enhancing satisfaction. Skilled in cash management and training new staff, I leverage strong communication and problem-solving abilities to deliver tailored solutions, significantly improving first call resolution rates and fostering a culture of service excellence.
Overview
32
32
years of professional experience
Work History
Customer Experience Agent
South Florida Rail Authority (TRI Rail)
06.1994 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
Education
Medical Records
Miami Dade College
Miami, FL05.1996
General Knowledge
North Miami Senior High School
North Miami Beach, FL06.1987
Skills
Communicator in charge of of announcing Essential information such as time sensitive announcement's ,price ,route travel times transportation connections and emergency rerouting with schedules
Answer s to Customer inquiries or complaints in a timely manner
Manages /balances all cash drawer s and monitored in person and online ticket sales
Accurately documents and executes closing procedures and prints reports
Train new agents on SFRTA sales protocol and emergency procedures
Timeline
Customer Experience Agent
South Florida Rail Authority (TRI Rail)
06.1994 - Current
Medical Records
Miami Dade College
General Knowledge
North Miami Senior High School