Tytiana Pierce
Douglas,GA
Summary
Accomplished Customer Service Professional with a proven track record at Amazon Prime Products, adept in problem-solving and technical support. Excelled in enhancing call center efficiency and customer satisfaction through effective team leadership and process improvement. Skilled in customer support and data entry, demonstrating a significant impact on service quality and team performance.
Overview
6
6
years of professional experience
Work History
Customer Service
Lowes Home Improvment
11.2018 - 03.2020
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Described product and service details to customers to provide information on benefits and advantages.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
Call Center Team Lead
Amazon Prime Products
08.2021 - 07.2023
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Responded to customer requests for products, services, and company information.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed process controls and metrics for daily management of call center.
Call Center Representative
Walmart.com
05.2023 - 08.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Investigated and resolved customer inquiries and complaints quickly.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Education
Coffee High School
Douglas, GA05.2019
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Call Center Customer Service
- Inbound phone calls
- Resolving issues
- Product Knowledge
- Payment Processing
- Technical Support
Timeline
Call Center Representative
Walmart.com
05.2023 - 08.2024
Call Center Team Lead
Amazon Prime Products
08.2021 - 07.2023
Customer Service
Lowes Home Improvment
11.2018 - 03.2020
Coffee High School