Summary
Overview
Work History
Education
Skills
Timeline
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Tikai Dixon

Montgomery,AL

Summary

Accomplished Customer Care Representative with a proven track record at Ttec, enhancing customer satisfaction through expert problem resolution and empathetic communication. Skilled in navigating CRM systems and technical troubleshooting, I consistently exceeded performance metrics, contributing to significant team success. My approach combines active listening with efficient data entry, driving positive outcomes and fostering customer loyalty.

Overview

2
2
years of professional experience

Work History

Customer Care Representative

Ttec ( Remote)
06.2024 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Logged call information and solutions provided into internal database.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.

Customer Service Representative

ASK ( Remote)
06.2023 - 05.2024
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Education

Selma Bridge Academy
05.2023

Skills

  • Customer service
  • Inbound customer service
  • Data entry
  • Call center experience
  • Problem resolution
  • Payment processing
  • First call resolution
  • Empathy and patience
  • Active listening
  • Verbal and written communication
  • Phone etiquette
  • Technical troubleshooting

Timeline

Customer Care Representative

Ttec ( Remote)
06.2024 - Current

Customer Service Representative

ASK ( Remote)
06.2023 - 05.2024

Selma Bridge Academy

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Tikai Dixon