Summary
Overview
Work History
Education
Skills
Timeline
Generic

Torae Gardley

Porter,TX

Summary

Results-driven Call Center Supervisor known for high productivity and efficient task completion. Specialize in team relationships, customer service excellence, and conflict resolution. Excel in communication, problem-solving, and adaptability, ensuring smooth Call Center and quality support in a Call Center setting. Productive in Time management, monitoring breaks, pre-shift, lunch breaks, and building employee relationships with past and new hires.

Overview

3
3
years of professional experience

Work History

Peer Mentor/Call Center Customer Service Agent

Travel Outlook
Santa Fe, NM
07.2021 - Current
  • Maintained the hotel's high standards of customer service and quality assurance.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Developed effective working relationships with team members across multiple departments.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Participated in Monthly Meetings with team members in order to discuss common goals and objectives.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Conducted performance reviews of call center staff and documented results.
  • Documented changes made within the department as part of continuous improvement efforts.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Monitored calls for quality assurance purposes.
  • Coached team members on past calls and callbacks.
  • Delivered constructive call process feedback.
  • Monitored call recordings to identify areas for improvement and compliance with protocols.
  • Supervised new employees to promote overall team productivity and consistent service.
  • Managed escalated customer complaints, ensuring timely and effective resolution.
  • Oversaw daily operations of call center team, ensuring adherence to performance standards.

Education

Criminal Justice - Criminal Justice

University of Houston
Houston, TX
08-2005

Skills

  • Active Listening
  • Problem-solving abilities
  • Time Management
  • Teamwork and Collaboration
  • Effective Communication
  • Goal Setting
  • Multitasking
  • Continuous Improvement
  • Professional Demeanor
  • Coaching and Mentoring
  • Call Monitoring
  • Leadership Development
  • Problem-Solving
  • Adaptability and Flexibility
  • Reliability
  • Task Prioritization
  • Employee Coaching
  • Call documentation skills
  • Answering questions
  • Time and Break monitoring

Timeline

Peer Mentor/Call Center Customer Service Agent

Travel Outlook
07.2021 - Current

Criminal Justice - Criminal Justice

University of Houston

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Torae Gardley