Theresa Yurcak
Warner Robins,GA
Summary
Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments.
Overview
6
6
years of professional experience
Work History
Social Media Customer Service Agent
Afni Inc, Verizon
08.2021 - 11.2024
- Responded to customer inquiries and provided accurate information about products and services via phone and chat.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted customers with order placement, product returns and order tracking.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Assisted team leader with coaching and mentoring of new employees.
- Trained new team members on live chat procedures and customer service protocols.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided troubleshooting and Tier 2 technical support when needed,
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
Customer Service Representative
Conduent Call Center
06.2019 - 08.2021
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Documented and detailed calls and complaints using call center's CRM database.
Customer Service Representative
Teleperformance
08.2018 - 06.2019
- 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.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
High School Diploma -
Cambridge Springs High School
06.1993
Skills
- Understanding Customer Needs
- Strong Written Communication Skills
- Online Chat
- Sales and Upselling
- Client Relationships
- Mentoring
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
Timeline
Social Media Customer Service Agent
Afni Inc, Verizon
08.2021 - 11.2024
Customer Service Representative
Conduent Call Center
06.2019 - 08.2021
Customer Service Representative
Teleperformance
08.2018 - 06.2019
High School Diploma -
Cambridge Springs High School
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