Victoria Hatton
Broomfield,CO
Summary
As a customer service representative, I excel in oral and written communication, active listening, and problem-solving skills. By providing effective customer solutions, I aim to enhance the overall experience for both the customer and the agent through a commitment to quality.
Overview
3
3
years of professional experience
Work History
Contact Center Representative
Benefitfocus
06.2023 - Current
- Cultivated strong relationships with members by consistently delivering high-quality service and achieving excellent survey response rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Participated in training sessions by conducting mock calls.
Customer Service/Sales Manager
Smart City
06.2022 - 01.2023
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
Education
Bachelor of Science - Business Admistration
Concordia University, NE
Seward, NE05-2022
Skills
- Call handling
- Customer Satisfaction Take Rate
- Salesforce
- Calabrio
- Power BI
- Microsoft Office
Accomplishments
- Actively participated in the QA Scorecard Revamp focus group to enhance the experience for both agents and members.
- Served in the Surge QA position during OE to help manage the influx of calls and audits.
- Achieved an impressive overall QA score average of 97.06% and an average CSAT of 97.97%.
Timeline
Contact Center Representative
Benefitfocus
06.2023 - Current
Customer Service/Sales Manager
Smart City
06.2022 - 01.2023
Bachelor of Science - Business Admistration
Concordia University, NE
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