Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

TRINETTA NOLLEY

Locust Grove,GA

Summary

Experienced Call Center Customer Service Representative with 15+ years of customer service experience in high-volume call center environments. Excellent communication skills and problem-solving abilities, consistently delivering exceptional customer service and driving customer satisfaction. Proven track record of meeting or exceeding performance targets and resolving customer issues. Highly adaptable to changing priorities and procedures. Recognized for excellent teamwork and collaboration. Committed to providing outstanding service and promoting positive customer experiences. Adept at handling challenging situations with professionalism and empathy. Eager to bring my skills and enthusiasm to contribute to a dynamic company.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service Representative-Hybrid

Premier Transportation
06.2023 - 01.2024
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Analyzed call center metrics and identified areas for Improvement, leading to the development and implementation of new call center processes that reduced call abandonment rates by 25%.
  • Processed 55+ customer orders per shift and made outbound calls for delivery delays ro billing issues.
  • Tracking Premier Transportation's delivery trucks to our retail customers.


Relocation File Set Up-Remote

CoWorx Staffing/Cartus
12.2022 - 06.2023
  • Manage 50-100 assigned caseloads, ensuring impeccable customer service while adhering to corporate policies and standards.
  • Collaborated with team members to ensure smooth workflow and timely completion of tasks.
  • Coordinate all relocation activities on behalf of the client within the contract parameters, including accurate data entry into databases and maintaining data integrity.
  • Promote Cartus products and services to all customers, identify cross-selling opportunities based on transferees' needs, and ensure that core products are delivered efficiently to assigned clients in support of the sales objectives.


Customer Service Agent-Remote

TeleLanguage
03.2017 - 10.2022
  • Performed call center functions, including receiving 200+ phone calls a day from a variety of clients, accurately collecting data into database applications and filing systems, contacting interpreters, following call handling scripts, and connecting callers to the requested language (Mandarin, Cantonese, Spanish, or English).
  • Handled a high volume of customer inquiries via phone, email, and live chat resulting in 95% customer issue resolution within service level agreements.
  • Consistently met or exceeded individual performance targets, including call handling time and customer satisfaction metrics.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

Pricing Analyst-Hybrid

Staples Business Advantage
11.2006 - 02.2017
  • Supported the negotiation process with clients by providing insightful data-driven recommendations on optimal pricing structures.
  • Identifies products to be offered and competitive pricing for local, national and vertical markets (healthcare, schools and government) bid opportunities.
  • Analyzes proposed pricing approach to ensure profitable and competitive results. Keeps abreast of competitive pricing.
  • Influences the implementation of pricing decisions and strategies with Sales Managers, Market VPs, Strategic Account Managers, and VP Strategic Account Managers.

Education

Associate's Degree - Liberal Arts

Saint Leo University
Morrow, GA

Skills

  • Data Entry
  • Citrix
  • Customer Service
  • Scheduling
  • Communication
  • Salesforce
  • Typing 45-60 WPM
  • Product Knowledge
  • Active Listening
  • Customer Relationship Management (CRM)
  • Kronos
  • HIPPA Policy

Certification

CERTIFIED MICROSOFT EXCEL APPLICATION SPECIALIST

References

References available upon request.

Timeline

Customer Service Representative-Hybrid

Premier Transportation
06.2023 - 01.2024

Relocation File Set Up-Remote

CoWorx Staffing/Cartus
12.2022 - 06.2023

Customer Service Agent-Remote

TeleLanguage
03.2017 - 10.2022

Pricing Analyst-Hybrid

Staples Business Advantage
11.2006 - 02.2017

Associate's Degree - Liberal Arts

Saint Leo University

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TRINETTA NOLLEY