Undra Duffey, CPC

Frontier Communications

07.1997 - 11.2023

Performed administrative duties and prepared operational procedures to assist operations support manager.
Participated in operations team meetings to coordinate and assign project management tasks.
Improved operational efficiency by streamlining processes and implementing best practices.
Created and maintained well-organized electronic and hard copy files to support business processes.
Collaborated with operations team to provide excellent customer service and foster positive work environment.
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.
Contributed to the achievement of departmental goals by consistently meeting or exceeding performance metrics.
Enhanced customer satisfaction through timely resolution of issues and proactive communication.
Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Trained new Customer Service Representatives on company policies, procedures, and best practices.
Maintained up-to-date knowledge of product and service changes.
Identified and resolved discrepancies and errors in customer accounts.